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Insight - show issue reporters objects as field

Hello community users,

I currently struggle on a customers requirement:

We have an inventory with laptops, smartphones and other devices in an Insight object schema. When a user reports an incident via the service portal, the agents want to see all of the users objects at first glance.

Currently, the user can pick an affected device via an Insight Object custom field, but some other incidents don't actually affect a device, so the field will be NULL. Such issues could be resolved faster when having information on all of the users devices on hand.

Basically show all objects of objectSchema = "Client Services" where User = currentReporter()

I am thinking about the Insight Readonly Object/s field, but am unable to configure it the right way. Any advice on how or other ideas?

 

Thanks, much appreciated!

Konstantin

1 answer

Hi, 

You are on the right track using a readonly Insight field. A good way to implement what you want is to use the filter assign scope to look for connected objects. 

Filter Assign Scope (IQL): "User" = currentReporter()

Now the asset field will be updated when ever the reporter is changed or set. And the assets are shown on the issue view.

assignscope.png

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