How to automate a Jira issue creation on two asset objects at the same time

[Rachel Wang]

Request:

• Our customer has a different naming system of assets from us.
• When a customer raise a Jira issue ticket on the customer portal, they need to input information with asset under customer's asset naming system.
• The Jira issue ticket should also appear on (link to) the internal asset object in Jira under the internal asset naming system

My Approach:

• Create list of asset objects under the customer asset naming system
• Add an attribute in the internal asset objects, to store the corresponding asset object with name of the customer asset naming system mentioned above
• Set custom asset field on the request form, so that customers are able to select from internal asset objects, but with names from customer's naming system presented in the drop down list
• The tickets created by customers are then linked to the internal asset objects

Problem with my Approach:

When customers view the issues they created in the customer portal, the name of internal asset object shows up in the asset field, rather than the name of the attribute (which are names under customer naming system).

[Mikael Sandberg · Accepted solution]

Hi @Rachel Wang,

Welcome to Atlassian Community!

It is the field that is set to the label in Assets that will be displayed in the field on the portal. So in order to only show the customer facing name you would need to change which field is the label in Assets, but that will also affect the backend. But unlike the portal you can view more attributes on the backend so you could include the internal name that is displayed.

[Rachel Wang]

Thanks Mikael. I tried resetting the label, but do not think it works for us, since the asset object name will change and leads to confusion to our internal team.

[Mikael Sandberg]

Another option would be to have external object and internal objects that you link together, and then use automation to set the internal object field based on what the customer selected. 

[Rachel Wang]

Can you advise how to set this automation in detail, please? screenshot will be helpful.

[Rachel Wang]

When I get into the configuration page of an object schema, there is no automation tab show up, as suggested in this article. Tabs showed up include General, Reference types, Statuses, Roles and Import. Any setting I need to workaround to start configuring automation rule for assets?

[Mikael Sandberg]

The article you found only applies to Data Center, not Cloud. In Cloud automations are found under Project settings > Automations and have components to lookup Asset objects.

Here is an example where I set an Asset object field for linked assets:

If you go this route the AQL would look something like this for the internal asset field:

objectType = Internal AND "External asset" = {{issue.External asset}}

[Rachel Wang]

Thanks for the response. I finished setting up the automation according to your advice. For folks who check this question, this post also helps to understand the solution above better.

https://confluence.atlassian.com/jirakb/auto-populate-the-assets-object-field-based-on-the-reporter-field-of-the-ticket-1116298907.html