Lookup and respond with an object attribute

Question

We are looking at setting up some request types that are fully automated and responds to the customer with details pulled from an object.

e.g. we have an objectType Online with all of our cloud based portal logins which includes an attribute Password. We want to return the Password attribute for the Staff object to provide them with the latest Staff Wifi password.

I have a custom field Wifi Password but am having a hard time successfully editing that field with the password attribute.

Any assistance would be much appreciated! Thank you.

Marc -Devoteam- · Answer

Hi @Brandon Catlett

What is the config of the field where you want to use the value of object password?

I assume this is a custom asset field as well. This needs to use the information from the Portal object.

This could be done by using automation as the issue is created, we would need to find the value for password related to the portal field.

Set this information in a comment and transition the issue to done.

Brandon Catlett_iv9t6p · Answer

Thanks, Marc.

Currently, we have an ITSM object schema with a "Staff Wifi" object that lives in the "Portal" object type in this schema.

And correct, as a customer, I want them to be able to select the "Get Wifi Password" request type, select Staff option and then Jira Auto returns that password from the object while resolving the request.

I do have an additional field added to the screen for holding the returned password. Editing that field and filling in with the object attribute 'Password' is where I am hitting the blocker.

Thanks again.

Marc -Devoteam- · Answer

Hi @Brandon Catlett

Welcome to the community.

Can you provide more detail on what you already have in place to fulfil this request.

I suspect you want to have a request made on the portal b a customer and you want to use asset information in this request.

So you would need to have custom fields to display this information, based on the input of the nature of the wifi required, Staff or other.

Based on the option jira automation could get the password objects data and set this in another custom field and after this action this information could be set a comment on the request and after automation could resolve the issue

Something likes this setup would be a solution, but to implement it al depends on your current setup.