Can I get customers to update the assets they own directly?

[Toby Te Rupe]

Looking for a product that allows customer to see which assets are assigned to them, and then select the asset and then update the asset directly. Does anyone know of any product that will allow this?

[Calvin · Accepted solution]

To be honest I don't know a product myself, so apologies not directly answering your question.

The way we do this is via a Jira Service Management form. We have a custom field that pulls the assets based on the logged in user and what assets that user has access to.

They then fill out the fields they want to update in that form, this creates a ticket which runs an automation that uses a system account to update the asset itself without the user having access to the assets object itself. Then on completion closes this ticket. That way all asset changes has a corresponding "request" attached to it and a user that asked for that request.

To know what to update, we send off manual reports but we will likely start showing this in either Confluence Asset Reports or Atlassian Analytics in the future.

[Toby Te Rupe]

HI Calvin,

This is exactly what I would be looking for.

Any hints how I could do this?

[Calvin]

Sure, first we have an assets custom field that pulls the assets the users has access to that they should be allowed to see. We use placeholders in the Filter scope for this. You can see more details here:

https://support.atlassian.com/assets/docs/use-placeholders-to-replace-information-depending-on-context/

https://community.atlassian.com/forums/Jira-questions/AQL-connecting-jira-assets-to-current-reporter/qaq-p/2614433

for example we use "attributeOwner" = ${reporter.label} OR ....

So only those who are set in the asset can see the asset (say the asset owner)

Then we create a form and include the above attribute custom field, and any form fields we might need to update for the above attribute. This form we make available on our Portal and only the assets the reporter has access to are they able to see their assets.

The form creates a "Assets Service Request" type ticket we created, and when it does we run an automation that on creation of this service request type to do a "Branch AQL action" where key = "{{issue.customfieldxxxx}}"

And if the fields in the form is not empty, we update the object with the "Edit Object" action.

Then outside the branch - we transition the ticket to resolved.

In confluence we have a page with the Assets macro, which should allow you to pull assets data to use as a report/view for the user to know what they are updating.

We try to get users to check/update on a regular basis (say 6 months or once a year).

[Toby Te Rupe]

Thank you so much.

[John Funk]

Hi Toby,

Assets will do most of that in JSM, however, I don't think it is going to let the user update the Asset directly themselves. It will just be a matter of being able to select it from the list of Assets assigned to them. 

[Toby Te Rupe]

Hi John, 

thanks for you your reply, yes I have figured this out that assets directly within JIRA will allow this, but I would like a way for customers to do it themselves directly and looking for a product that will allow this. The interface is not customer friendly and licensing etc etc.

[Marc - Devoteam]

Hi @Toby Te Rupe 

A CMDB should be managed, not be open to be edited or CI's added by random customers or individuals.

Each CMDB product works with licensed users and related roles.

[Toby Te Rupe]

Agree  Marc,

The workflow here is an application assets DB, which app owners are asked to update any relevant information.