Linking Insight (cloud) with Jira Service Desk (cloud) - Cannot Create Insight Custom Field

[Nicolas Khoury]

Hi,

I just started this week to evaluate Jira Service Desk+Confluence for Knowledge Base and Document Storing. I needed a CMDB so i installed Insight to my domain in my apps (see below)

In Insight, i created some object types and objects. I am trying to link Insight Assets to my Jira Service Desk project following the instruction in: https://documentation.mindville.com/insight/5.0/insight-101/integrate-with-jira-service-desk

and it doesn't seem to work! the main issue is that when i try to create a new custom field following these instruction https://documentation.mindville.com/display/INSSERV/Default+Insight+Custom+Field

in Jira Service Desk i CANNOT find the Insight Object in the advanced section (as below)

I made sure my user is member of JIRA-Administraors Group . I added my user to all groups !

What can be the reason for this? could it be that it is a trial version ? what am i missing?

Thank you in advance to whoever can assist

[Hakan Bahadir · Accepted solution]

Dear Nicolas,

You may find the documentation for Insight Cloud below:

https://documentation.mindville.com/display/INSCLOUD/Integrating+Insight+with+Jira

The links you mentioned are for Insight Server and Datacenter versions. In cloud, custom field configuration is slightly different.

I can also advice to have a look at the following demo of Insight Cloud.

https://www.youtube.com/watch?v=N690UupFJy4

Cheers.

Hakan Bahadir

Solution Architect

Mindville

[Nicolas Khoury]

Hi Hakan,

Thank you for the above,

I have followed the documentation and the Video.

I easily created an asset type configuration in Insight

, and created a custom field in Jira Service Desk and linked it with asset type configuration using Filters (see below)

Problem 1: I don't see any new "affected physical server" field in tickets . Am i supposed to add it to the tickets screen somehow? 

Problem 2: I see Jira Service desk differenlty than it appears in the video you sent me. for example i don't have a "configure" when i click on a custom field.

Please let me know what is the difference and how can I add custom fields to the tickets views?

Thank you

[Hakan Bahadir]

Hello,

Yes, you need to add the custom field to the screens. Please select "Associate to Screens" option shown on the screenshot you shared. Then you will have a list of Screens. Enable the ones you want your field to be displayed.

Contexts and Default value option will give you the chance to map the custom field to asset definition you made.

Cheers.

Hakan Bahadir

Solution Architect

Mindville

[Nicolas Khoury]

I already associated it to these 3 screens (see below) 

let me also share with you what I see when I click context a default value :

AND

Thank you for the help 

[Hakan Bahadir]

Hello,

Let's have a call and go over your configuration together. You may reach me via hakan.bahadir@mindville.com.

Regards,

Hakan

[Nicolas Khoury]

Hi Hakan,

Thank you for your reply.

I was able to manage by going to the Project Settings -> Request Types and add the Asset Field to the customer request form. I will surely send you an email next time I need help .

Thank you

Nicolas 

[Nicolas Khoury]

Hi Hakan,

on the link you shared previously they mention at the very bottom  "Currently the Asset Field is only supported on the agent view (Jira native) and not on the customer portal. This means that the assigned asset option will not work on Next Gen Projects. Atlassian are working on this."

Maybe that is the issue. is there a way to switch from Jira Service Desk Next Gen to Jira Service Desk Classic (Cloud) ?

Thanks

[Hakan Bahadir]

Hello,

Yes, unfortunately Insight fields are not supported by Next Gen projects.

Please find the Jira Service Desk Cloud guideline for migrating from Next Gen project to Classic below:

https://support.atlassian.com/jira-service-desk-cloud/docs/migrate-between-next-gen-and-classic-projects/

Best Regards,

Hakan