Service Desk and Asset Managment link

Hi,

Just working through a test setup of service desk with a JIRA asset management project following the info in the blog: http://blogs.atlassian.com/2014/03/jira-asset-management-overview/

Is there a way to auto link issues so that when a customer submits a ticket the ticket automatically sets the "relates to" linked issue to any assets assigned to them in the asset management project?  I can link the issues manually but with many service requests it would be nice to have the assets automatically showing up in the service desk ticket.

Thanks!

1 answer

Facility ServiceDesk - JIRA Test - Google Chrome.jpgHi Joel,

We have the same requirements. I don't think ServiceDesk / Atlassian has something available "out of the box" to achieve this. What we are currently evaluating are some 3th party plugins: Insight (https://marketplace.atlassian.com/plugins/com.riadalabs.jira.plugins.insight) (they give very good support, but we find the plugin not that stable up to this moment) and Ephor (https://marketplace.atlassian.com/plugins/com.spartez.jira.plugins.ephor-for-jira) (this plugin is better than the Insight plugin we think). These plugins can be integrated with JIRA servicedesk so that you can give the user a way of adding assets to their SD ticket per category (eg. a pc related incident will show up a list of pc's). These plugins have the ability to show up a "search tree" (see screenshots attached) so that a user can easily browse assets (this "search tree" can also be restricted to a given type of assets eg. pc's, printers, etc...)

 

I think you can also to some workflow postfunction scripting (so that (upon save of a SD ticket) you can query assets linked to the user and then link it to the ticket. With the Ephor plugin, you can also view all kind of assets owned by a JIRA user or write a custom query for this and save it for future use.

 

Please note that I am not a vendor/marketeer for Ephor or Insight smile but we are also busy with this requirements for some months now and these 2 plugins are the best we found until now. Hope that Atlassian/SD will build in something of this "in the box".

 

Thanks Bart!  I've read a bit about Ephor but was hoping to make the addition without adding too many plugins smile.  I may take a closer look though if there are not alternatives built in.  The blog article for asset managements shows a linked issue to the asset on  the sample ticket but doesn't explain how it got there and comments seem to be closed on the article.  I'll keep hunting around and post here if I find anything of interest.

Joel

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