How do I check if a JSM ticket created an Insight object (Cloud)?

[Kalin U]

My use case is the following:

1. A customer accesses a Jira Service Management portal and creates a ticket -- a new laptop purchased.

2. An Automation for Jira action then creates a new "Laptop" object in Insight, mapping fields from Jira to object attributes. The custom Jira text field "Serial number" from the Jira ticket is used as the unique "Label" attribute of a laptop object in Insight.

When the customer tries to create a duplicate inventory (a second laptop with the same "Serial number" value), then the object is not created. The problem is that nobody understands that the object was not created (unless they heck the automation rule log, which is impractical).

How can I check if an object was created successfully and report it back to the Jira ticket (say as a comment)?

[Mikael Sandberg · Accepted solution]

The way I would do it is to add steps in your automation that searches for the new object, and if it is found, add a comment in the request noting that the object was created.

[Kalin U]

Hey, @Mikael Sandberg. I was thinking the same, but I cannot figure a way to do a branch on the Insight object created. The option is simply not there. Where can I find it in the interface?

[Mikael Sandberg]

Something similar to this should do it. First do the lookup base on the serial number and then use the advanced branching to loop on the returned value from the lookup.

[Kalin U]

Thank you for the illustration, Mikael.