Copy values from "Affected services" field to a custom field

[Benny Halim]

Hi,

I want to make a dashboard based on tickets logged in Jira Service Management and we currently use field "Affected services" in the support portal for customers to choose the name of application that they are having problem with. 

Since Jira dashboard cannot create chart or stats based on "Affected services" field, I created another custom field to duplicate and populate whatever values in "Affected services". I tried using automation with no luck and my JSON is limited. Any assistance appreciated!

Thanks,

Ben

[Asha Goyal · Accepted solution]

Hello @Benny Halim 

There may be something missing in the Automation as Affected Services can be copied to another Custom Field. 

Please refer to the doc where it is showing the automation:

https://confluence.atlassian.com/jirakb/unable-to-get-affected-services-value-in-jira-csv-export-1283687783.html

Please Accept and Vote if it helps.

Thanks

[Benny Halim]

Thank you for the suggestion. I ended up using custom field in the request form just to make it easier to maintain the data as well in the future. 

[Asha Goyal]

Great!! Thanks for the reply @Benny Halim 

[Hannes Obweger - JXL for Jira]

Hi @Benny Halim,

I can confirm that the Affected services field only contains some IDs, which indeed isn't overly useful. One idea would be to call the issue REST endpoint with

expand=renderedFields

- this would give you the name of the issue's affected services: 

https://<your-site>.atlassian.net/rest/api/3/issue/<your-issue-key>?expand=renderedFields

Another idea if you're open to solutions from the Atlassian Marketplace: My team and I work on an app named JXL for Jira which allows viewing and inline-editing the affected services of your issues, calculating stats based on them, and bulk-copy/pasting them to other (custom) fields. Perhaps it could solve (some of) your challenges. This is how it looks in action:

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all your JSM fields - much like you’d do in e.g. Excel or Google Sheets. It also comes with a range of advanced features, including support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Any questions just let me know,

Best,

Hannes

[Scott Bjorke]

Been there. :( Here's what we did:

1. create a custom text field called "Affected Services Names"

2. create an automation to keep the custom field synced with the original field, per the screenshot below. Please note the original Affected Services field allows zero to many values, and if more than just one value, its automation is 'smart' enough to paste all of them as comma-separated values into the custom text field.

3. include displaying the custom field on your filters, reports, etc. instead of or along with the original field

4. HOWEVER, you may need to later split the comma-separate values, if your reporting needs require it -- that's one of the 'cons' using a text field. You get the ability to both display the values on-screen and export readable values, but working further with the persisted comma-separate values later can pose its own challenges.

P.S. Be mindful of how often your automation may run and its effect on total automation transaction counts. At first, we quickly maxed out our monthly transactions limit pretty quickly and no further automations would run until the next month! We had to bump up to a plan that allowed more transactions. Letting you know this because it might not become obvious when your automation silently stops doing what you set it to do.

Hope this helps.

[Ivan Garcia {Appfire}]

Hi @Benny Halim if you'd like to create charts in Jira using the Affected Services field, I suggest our app Dashboard Hub Pro – with which you can create custom charts in the View Type of your preference (Table, Pie Charts, Line Charts, Area Charts, Tile Charts, ...) and add Affected Services as a field. It's super simple!

I hope this helps. Please let us know if you'd like to learn more about this alternative to your issue, Dashboard Hub is free for 30 days.

We're always happy to schedule a demo if you want to talk about your concrete use case :) 

[Scott Bjorke]

Sounds/looks promising but can results shown on screen (including Affected Services display value, not just ID) be exported at all to CSV, Excel, HTML, anything? Anything to prevent need for XLOOKUP.

[Mariana Silveira Sales]

Hi @Ivan Garcia {Appfire} 

I'm having trouble with the "Affected services" field. It is not retrieving the values. For issues that have more than one service filled, we can only see the commas. 

[Ivan Garcia {Appfire}]

Hi @Mariana Silveira Sales thank you for your response!

Sorry for the inconvenience. This is a recent, known issue, and our team is actively working on a fix. It will be solved in the upcoming release.

Thank you for your patience while we get this resolved.

[Ivan Garcia {Appfire}]

Hi @Scott Bjorke specific charts/tables and also entire dashboard can be exported to CSV, XLSX, and PNG. Additionally, you can enable public, password-protected links to the dashboard that you can share with users outside your Jira instance.

I hope it helps!

[Mariana Silveira Sales]

Hi @Ivan Garcia {Appfire} 

Good to know! Thank you for answering me.

[Ivan Garcia {Appfire}]

Hi @Mariana Silveira Sales 

I'm pleased to inform you that the bug fix for the Affected Services field was included in yesterday's release :) 

Additionally, we've just introduced a new powerful feature that allows you to integrate data from any product with a REST API, find here the release notes in case you're curious.

Thank you for your patience and support!

Best,

Ivan