Labels, Affected Services, and Assets objects now available in Jira Service Management forms

[#1]

You can now track objects, services, and labels using forms in Jira Service Management.

A recent release adds Labels, Affected Services, and Assets object/s to your forms. This gives you the tools you need to improve specific processes and the quality of information received.

With the new Assets object/s field in forms, you can setup fields to track objects such as laptops or keyboards. Simply link a form field to an Assets object/s Jira field, and it inherits all the functionality this field offers. Learn more about Assets and the Assets object/s field.

When will I get these updates?

Rollout started on January 3, 2023, and was completed on January 20, 2023. Release tracks customers will receive the feature later according to the release track bundle schedule.

What do I need to know?

Here are some reference documents related to this release:

1. What is the Assets objects field?

2. Link a form field to a Jira field

Assets object/s fields do not support Default Answer or Required Choice

This is by design. It prevents invalid forms being created by selecting Default Answer or Required Choice that does not match Filter Issue Scope.

You can configure default answers for Portal Create via the Assets object/s field configuration using “Display a default object when this field appears in a customer portal” option. See this support page for details.

Assets object/s fields Filter Issue Scope placeholders only work for fields inside the form on Portal Create

If an Assets object/s field is configured with Filter Issue Scope, and it references a field that is in the request type but not in your form, searching the field may not work. All fields must be inside the form for it to work on Portal Create.

This restriction does not apply after the issue is created. It also does not apply to the “Reporter” field.

Assets object/s fields cannot be configured for use in conditional sections in the Form Builder if the user does not have access to Assets

Users who don't have access to an object schema are not able to configure conditional sections inthe Form Builder.

The solution: those users must ask their admin for access. It's also important to confirm that they are a Jira Service Management Premium or Enterprise user with access to Assets.

This restriction only applies in the form builder. In all other cases, users can search objects in the Assets object/s field regardless of their permissions.

Assets object/s fields cannot be used by anonymous user

If the field is required, the user will be notified they cannot fill in the form and must log in.

If the field is optional, a tooltip will tell them the field is disabled and should log in.

Affected services field cannot be used by unlicensed user

Affected services field cannot be used by users who do not have a Jira license. This includes anonymous users, customer accounts, and Atlassian accounts without a Jira license.

If the field is required, the user will be notified they cannot fill in the form.

If the field is optional, a tooltip will tell them the field is disabled.

Labels field is missing labels in the search

Anonymous user is unable to search labels as they do not have permission.

Customer accounts may see a limited number of labels due to permission restrictions.

Despite the restrictions noted , users can create new labels.

Where can I find more information?

Please add comments and questions below this post. We'll check for messages and reply as best we can.

There are two places to go for help and more information:

1. Ask a question in the Forms Group

2. Contact support

[Fabian Lim]

Thanks @Peter Preston

For ITSM, affected services is one of the key fields used for incidents and change requests from our customers.  Is this something that can be enabled for unlicensed users in the future?

The only option we have right now, would be to manually enter the values in a select field, then use automation copy their selection to the affected services.

[Rudy Holtkamp]

Hi @Peter Preston ,

Great to see these field types added, can you also tell us about the attachment type field that was shown by @Simon Herd in May last year. Nobody from Atlassian seems to be watching this post anymore. But I know a lot of people are waiting on it.

Thanks

Rudy

[J Conners]

This is a real pain point!:

Affected services field cannot be used by unlicensed user

Affected services field cannot be used by users who do not have a Jira license. This includes anonymous users, customer accounts, and Atlassian accounts without a Jira license.

If the field is required, the user will be notified they cannot fill in the form.

If the field is optional, a tooltip will tell them the field is disabled.