Use a Custom field Insight Object/s limiting the choices on request type

[Marco Brundel]

For a customer of ours, the Insight (Riada) and Extensions for Jira Service Desk add-ons are used. Now we want to show a custom field of type "Insight Object / s" on a request type, while limiting the choices that users get.

Does anyone know a way to realize this?

[Gezim Shehu [Communardo] · Accepted solution]

Hi,

Yes. It's easily doable.

You need:

1-Insight configuration

• Add a new object type (i.e "Request Type"). This can serve as 1to1 mapping with your actual Customer Requests Types configured in your Service Desk project.
• Add one object for starter (say "Restore" - this is my example request type)
• Then navigate to your desired object type, on which you need to apply the filtering (in my case "Business Service"):
• Add a new attribute (i.e "Services Available") with type value of Object created above and reference "Points"

Now in the object itself (in my case Business Service -> DWH), give the attribute a value of the request type created initially.

2-Create the "Request Type" custom field

3- Create Insight Dependent (referenced object/s) custom field.

Set it to be dependent on Insight Object custom field created in step 2.

Set the reference type and direction

4-Custom Field Value

For custom field created in step 2 ->

Set it as hidden and give it a value on your Service Desk customer request types

5-Finally navigate to the portal customer request type, and verify that only filtered values are showing up.

(don't get confused on the name, my cf name is "Filtered Business Service" but my portal cf name is simply "Business Service")

Cheers

[Eric Collins]

@Gezim Shehu [Communardo] excellent idea. Would you mind sharing a screenshot of the attributes in the SD Request Types objectType?