How to Display Asset Contact Info to Portal Users Without Having to Raise a Request

[Anastasia Gourina]

Hi everyone,

I’m trying to solve a challenge in Jira Service Management Cloud where we need to make certain information from Assets (CMDB) visible to users who don’t have a Jira license. Specifically, we want to show the contact details associated with applications such as Business Owners and Technical Owners to users on the portal without requiring them to raise a request.

This information is already structured within Assets under an object type with custom attributes for each contact role. The goal is to allow users to easily access this information in the event of an incident or outage, so they know who to escalate to or get in touch with, without needing to go through the service desk. Ideally, on the Portal

The constraints we’re working with are:

• The solution must work for non-licensed users (i.e. users who only have portal access)

• It should not require submitting a request just to view the data

• No third-party marketplace apps can be used

• The contact information needs to be accurate and regularly updated, as the data in Assets can change frequently

Has anyone come across a similar use case, or found a way to surface asset details like this on the portal or elsewhere? I’d really appreciate any suggestions, examples, or creative workarounds.

Thanks!

[Christopher Yen · Accepted solution]

Hi @Anastasia Gourina

Welcome to the community!

If your users have a confluence license I believe you could try using the asset widget/element in Confluence to display the contact info as a table and direct your users there. You can input an AQL for the widget and then select which columns to display or remove

if we get rid of " without requiring them to raise a request. " constraint then there is a solution where you can automatically comment / email the customer the asset attribute and auto resolve the issue. 

I made something similar for users to query what workstation assets are assigned to them here

[Marc - Devoteam]

HI @Anastasia Gourina 

Welcome to the community.

So this is not possible, information can be visualised using a request type on the portal where to choose the business application from an assets custom field.

So you could, if the information is set as attributes on the Business Application objects.

Configure the assets custom field, to display the attributes also when choosing the option.

Specify this in the context of the field in the asset configuration on the option "Display these attributes in the portal request details view"

[arielei]

Hey @Anastasia Gourina 
Yes, this is possible.

As all non-licensed users have a license as Customers (without it they wont get access to the portal), then you can set the customer group under the object type settings -> roles.

[Josh]

In addition to what @arielei described, you'd likely want to create knowledge article(s) linked to your JSM project that contain the assets information. There's an assets macro that can perform this function.

So the users would login to your help center, search for the KB article, and see the content without needing to raise a request.

[Anastasia Gourina]

Hi Josh, Yeah, I had the same idea and was so sure it would solve the problem, but combining what Ariele and you have said, it doesn't get the results I was hoping for. 

For non-licensed users, the Macro on a KA only shows the Key and label - nothing else. So not the view I was hoping for.

[Josh]

Hi @Anastasia Gourina .

Assuming your assets schema(s) and objecttype(s) have appropriate permissions for non-licensed users to see them, you should be able to select additional attributes to display on the macro.

More information is available here: Display your Assets data on a Confluence page | Confluence Cloud | Atlassian Support.