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"Affected Services" field are not showed to customers

Eduardo Oliveira February 10, 2021

I created an "IT service management" project (Issue type [System] Change) and when my costumers open the Help Center, they can't see the "Affected Services" field. Only if I add they in "USER MANAGEMENT" > "Users".

Can I share the service list with costumers?

5 answers

1 accepted

1 vote
Answer accepted
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 11, 2021

Hello Eduardo,

Thank you for reaching out to Atlassian Community!

The Affected Services field is visible only for licensed users. 

The affected services field will not appear for those users who don’t hold a Jira license.

Based on your question, I created a feature request suggesting adding an info message that the field is not visible to customers.

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

Eduardo Oliveira February 12, 2021

Hi @Angélica Luz . Thank you!

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Ben Bruner
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May 25, 2021

Hello, checking to see if this has been resolved as I am seeing the same issue.

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 25, 2021

Hello @Ben Bruner,

Welcome to Atlassian Community!

The Affected Services field is visible only for internal licensed users, so actually, there are no issues to fix in this case.

The ticket I shared is a suggestion to add a message when adding the field to the request form for the project admins to know that the field won’t be visible for customers.

If you have any questions about this feature, please let us know.

Kind regards,
Angélica

crouhana June 7, 2022

why can't we enable it for customers?!

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DM June 23, 2022

I believe there is something to fix here.

First of all the interface says "Customer form" that means it is the form the customer will see. Except in this case it isn't, because the user does not see the field.

I just made the Affected services field mandatory. That makes the whole story even more sad, because the customer can not even submit the form anymore because he can't fill a mandatory field.

If you use inspect to see the network tab you get this:

{"errors":[{"errorMessage":"Please provide a value for required field 'Affected services'","field":"customfield_10041"}],"reasonKey":"validation.error","reasonCode":"400"}

However there is nothing in the UI that shows this. Just enable this for customers and not only for logged in users. It is really weird that you can't tell us which system is broken (from a predefined list) if you tell us a system is broken.

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Rodolfo Romero - Adaptavist October 6, 2022

@Angélica Luz the Affected Services is visible to end users. The issue only occurs when the field is made mandatory.

3 votes
Joshua Elcik February 9, 2022

Having portal customers be able to choose the affected service is cruical, that way on the backend you can kick off approvals easier and use all the handy automation. 

0 votes
Ivan Ferreira
Community Leader
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July 5, 2023
0 votes
Ivan Ferreira
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February 1, 2023

I just tested this and it seems to work. A second review would be helpful to identify if there is something that I'm missing.

This solution uses a Jira Service Management Form, and populate the Affected Services field using the Opsgenie REST API.

This also means that the solution will require Opsgenie integration with Jira Service Management.

 

1. In Opsgenie, create a new API Key

screen1.png

2. In Jira Service Management, create a Form in Jira Service Management with a dropdown selector field

screen2.png

3. In Jira Service Management,  create a Data Connection to get Opsgenie Services

  • Go to Settings, Issues, Forms, Data connections
  • Add a New Data Connection
  • Use Basic Authentication
  • In the password field, paste your Opsgenie API Key
  • Press Next, the connection should be successful
  • Press Next

screen3.png

screen4.png

4. In the Configuration Screen select:

  • Elements: /data
  • ID: name
  • Label: name

screen5.png

5. Press Next and Save

6. Attach your new data connection to your form field

Screen6.png

7. In Jira Service Management, create a new Request Type, I just called Request with Form for testing purposes

screen7.png

8. In Jira Service Management, go to the Form configuration, and associate with the new Request Type

screen8.png

9. Test the new Request Type with Form using the customer portal and a customer account

screen9.png

 

If this also works to you, please let me know.

Ivan Ferreira
Community Leader
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February 1, 2023

@Andrey Kiyanovskiy 

Can you test this solution?

Andrey Kiyanovsky February 1, 2023

@Ivan Ferreira That's an interesting idea, I tested it, and it works in the scope of the form. The issue here is that the Affected Services field is not populated, and we can't use related features, such as Responder Alerts, etc.

I'm trying to implement a workaround with a custom field having the same values as in the Affected Services. The issue is that to copy value from a custom field to Affected Services I have to use Service IDs that I'm getting with the same REST API call. If I make it to work, I'll publish it here.

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Ivan Ferreira
Community Leader
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February 1, 2023

Great! Thank you!

This post may help, and probable using automation you can populate the affected Service field itdelf.

https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277

Andrey Kiyanovsky February 1, 2023

Thanks for the link, but I can't see how it could help me. There is no service ID in the forms, only names.

Ivan Ferreira
Community Leader
Community Leader
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February 2, 2023

I was able to get the Opsgenie Service Name or ID (depending on what is selected in step 4)  with the following smart value in automation:

{{issue.properties."proforma.forms.i1".state.answers.1.choices}}

But the problem is that I cannot set the Affected Services field using the name, and the Opsgenie ID is different from the Jira Service Management ID. 

So no solution for setting the affected services in this way.

Anyway, you could use the smart value to populate the Summary, Description or any other field, and let the agent set the right affected services.

Andrey Kiyanovsky February 3, 2023

Thank you for pointing out that Opsgenie ID and JSM IDs are different. I can't see a workaround either.

0 votes
mogavenasan
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February 10, 2021

Hi @Eduardo Oliveira,

Just checking the basic configuration, have you added the "Affected Services" field under the Request Type?

Eduardo Oliveira February 11, 2021

Hi @mogavenasan .

Yes, I did. When I open the Help Center with a "Service Desk" member, the field are showed. If I open the same form with a Customer user, the field are hidden. Moreover, I can't post the request using the Customer user because the Affected Services' field are required.

Looks like the customers can't list the Services list.

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