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JSM Sandbox-Default asset object schema 'Services' not correctly set up

Julia R.

Working in our Sandbox environment, we are attempting to set up the Service Management project. Pages 65-66 from 'IT Asset and Service Configuration Management in Jira Service Management' document shows how the default, read-only object schema named "Services" is supposed to be set. This is set up correctly (according to the document) in our Production environment but not in Sandbox.

The 'Services (SVC)' object schema should have a single Object Type with a single Object. This is correct in Production.

In Sandbox, there are 4 Object Types (not including 'Service') with no Objects.

JSM_Sandbox_Services_Schema_Missing_2024-08-12_13-39-05.png

Accepted answers

Mark Higgins

Hi Julia,

It looks like your Sandbox is ahead of your production environment, in that the 'Services Type' is a relatively new addition to the Services schema.

Screenshot 2024-08-13 084458.png

I believe that the he Services Type is apparently used by Compass, and is currently not available to JSM, even though you need to enter it. So, you can not say, list all Services with Service Type = "Application".

In short, I do not believe there is anything wrong with your Sandbox, its just ahead.

Regards

Mark

All comments

Mark Higgins

Hi Julia,

It looks like your Sandbox is ahead of your production environment, in that the 'Services Type' is a relatively new addition to the Services schema.

Screenshot 2024-08-13 084458.png

In short, I do not believe there is anything wrong with your Sandbox, its just ahead.

Regards

Mark

Julia R.

Thank you, @Mark Higgins for your reply.

Is there any newer documentation that you can share with me for this update? My understanding is that this is a necessary component for the Service project to correctly operate.

Thanks.

Mark Higgins

Hi @Julia R.

Services is now part of JSM, yes, and 'Operate Correctly', rather its 'Operate with greater functionaility' , but if you don't create Services, and you don't add Services to your Incident and Change, then Service Management project will operate fine, its just that you 'lose' some of the functionality.

THis functionality is around Incident / Change and their relationship when 'Services' are used.

If there is an incident on a 'Service', then it appears in the CHange screen, if that issue is also on that 'Service'.

In this example, I have created an Incident and the 'Affected Service' is 'Customer Support'

Screenshot 2024-08-14 154719.png

JSM has natively shown me that there are 2 other open incidents on this Service.

If someone is carrying out a change on the 'Service' then in the issue view you will see:

Screenshot 2024-08-14 154951.png

The warning sign. Click the warning sign, and you will then see:

Screenshot 2024-08-14 155106.png

Other areas you will see this is in the Change calendar.

Other benefits of using Services, is for setting up Teams as responders, and then using that with Alerting and Scheduling.

So, while I fully recommend that you set up Services, JSM will happily work if you don't.

Hope that helps

Mark

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