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How to use insight Information to have better Tickets in JSM? Edited


I am currently looking into how i can use the Power of the new JSM insight to make our Service Portal and Service Team better.

On Example would be:

We have Hardware Catalogs in our Company, according to your Level in the Company, you have different Hardware you can choose from. 
Now the Plan would be, insight knows you, therefore it knows which Category you can choose from and only shows you the Hardware from this Category when you create your Hardware Request.

Now i have a Problem JSM as of now doesn't support Dynamic Request Forms, we are using a third Party Addon for that (, but this Addon can't handle Insight Object Fields.

Another Problem is, that even if it was possible to have the Object Fields in the Dynamic Form i still would have to create one Field per Item (e.g.: Laptop) and Category (e.g.: Category 1) because the Filtering for the Category is already in the Field so i have to create lots of Custom Fields (Laptops Cat 1, Laptops Cat 2, Laptops Cat 3, ...)

Is there a Solution for my Use Case, or is there new Functionality on the Horizon?


Best Wishes

1 answer

This should help:


Look at the  Filter Scope and Filter Issue Scope sections.



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