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Announcing Filter Issue Scope for Insight

A common question we get from people familiar with Insight on Server/DC is when will will Insight for Cloud support the ability to dynamically filter Insight custom fields.

Well, good news! Filter issue scope and placeholders are now available for Insight custom fields as part of the integrated version of Insight for Jira Service Management.

If you’re not familiar with filter issue scope, and wondering what on earth I’m on about, let me explain.


What is filter issue scope?

It’s a configuration option for Insight custom fields that lets you filter the objects shown in the custom field based on other values in the issue. This is done with a combination of IQL and placeholders that pull in the current reporter, assignee, project, summary, due date, custom field values etc.

And it works in the request portal too! You can dynamically filter Insight custom fields based on what’s already selected.


Why is filter issue scope useful?

Let’s say you have a list of laptops in Insight with an owner. When an employee wants to submit an issue involving their laptop you can have a custom field showing the laptops.

Without filter issue scope, the employee will see a list of all laptops, including those belonging to other people. With filter issue scope, you can make the custom field only show the laptops that the employee is the registered owner of which is much more user friendly.


Example configuration:

How to configure - we set the filter issue scope to only show laptops with an Owner whose Jira User account matches that of the reporter of the issue.

”Owner” is an attribute on the “Laptop” object type in Insight which links to an “Employee“ object type.
”Jira user” is an attribute on the “Employee” object type that stores the Jira user profile of the employee.


Screenshot 2021-06-30 at 13.32.17.png


In Action:


Filter issue scope.gif

Other Examples:

Another example use case is for requesting new hardware. For example, if the requestor selects a model of laptop they want, another custom field can be used to show all laptops of that model type that are in stock in your inventory. So the agent doesn’t need to go into Insight to check available stock.

In this configuration, customfield_10236 is our custom field where the customer selects their desired laptop model. 

Screenshot 2021-06-30 at 13.31.50.png

Other common use cases for this, is to have a series of custom fields that narrow down a selection. For example, if you select an ‘affected application’ a following ‘affected infrastructure’ custom field could be set to only show configuration items that are related to the selected application.


Fantastic news!  am I right to understand that filter issue scope does not work in automations yet?

Mikael Sandberg Community Leader Dec 03, 2021

Does this also work with hidden fields on the form? Our use case would be to have a hidden location field and then use that to filter out what objects the user should see. That would allow us to use the same field on different request types based on location.

Like Dirk Ronsmans likes this
Dirk Ronsmans Community Leader Dec 07, 2021

@Mikael Sandberg , @Charlotte Nicolaou 

I've currently got a couple of support tickets open for it. It seems that a hidden field does not have it's value already set on the screen but get's the value when the form is submitted. So for me the value doesn't get added in my query.

However, even when it's not hidden it still doesn't seem to get the value or at least it doesn't work as expected (for me) with select or text custom fields. (but maybe I'm missing on how to get the value from the field and it's different than using the placeholder ${customfield_xxxxx} ?)

i'm still hoping they will allow me to just add a (hidden) text field on my request form that contains my entire query so I can really filter the field based on the Request Type.

Lastly, it does seem to work fine with visible Insight fields that are referencing each other but you can't hide a Insight custom field on Cloud which also means, no default value..

So the basic functionality seems to work "referencing 2 insight custom fields between eachother and also some predefined placeholders like reporter" but other than that the more exotic use cases stump me.

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