Update Insight Record from Service Desk Issue

[Crystal Rouse]

I need to update an Insight record after a Service Desk Issue has been approved.  I am looking for ideas - other than purchasing an add-on.

Thank you!

[Hana Kučerová · Accepted solution]

Hi @Crystal Rouse ,

is the Insight record connected with the Service Desk issue somehow? If so, how?

Which attribute do you need to update? Is it text, select, ...?

Thank you.

[Crystal Rouse]

I need to update multiple attributes, most of which are text from fields on the Service Desk Issue.  Some of these fields are date fields. 

1) I need to look at an Insight Object to see if a field value exists in the Name field of the Object.  If the Object already exists, I need to update several fields from the SD ticket. 

2) If the Object does not already exist, I need to insert a new record and populate the values from the SD ticket.

[Hana Kučerová]

Thank you, @Crystal Rouse 

There are some special Insight post functions available, but since Insight object is not stored in the issue and you need to search for it, you won't be able to use them.

So, I think, the only possible way is to create your own groovy script post function.

[Crystal Rouse]

Thanks, that is the direction we are leaning.  

[Björn Gullander]

If you do not want to write groovy post function scripts, you should be able to use a combination of the Insight post functions like this: 

1. Post function: Assign Objects from an IQL query based on data from an issue
   Find the connected object if it exists and set it into the custom field of the issue.
   
   
2. Post function: Create an Insight Object from a Jira Issue
   Create new object with values from the custom fields of the issue.
   Need a Condition - only create object if custom field is empty. (needs some small groovy script ...)
   This will also set the field to the newly created object. 
   
   
3. Post function: Set the value of an object attribute with a predefined value

Haven't tried it, but should work. 

[David Sumlin]

This will require writing a groovy script in a workflow post-function step. 🥴