How to create service request from Insight object page

[Chris Lee]

Salutations,

I'm new to Jira Service Management (it's like I found a swiss army knife with a million different parts :) We have our cloud instance integrated with Insight for asset management as our equipment is constantly on the go with everyone working from home. To that end, we have QR coded our equipment for easy identification and processing service requests. Currently, our QR code takes the agent to the Insight page. I wanted if there was a way to provide a link or something of that sort on that page that could automatically create a service request (in our case set the status as Equipment Loan) and link the asset. I looked and didn't see anything direct but there may be a way to customize a field with that information and use that approach.

Thoughts on how to get this to work?

Thanks for any suggestions!

chris

[Charlotte Nicolaou · Accepted solution]

Hi Chris, 

There's nothing 'out of the box' to do that in Insight unfortunately. Although a 'create issue for object' button is a nice idea!

As for a workaround, I'm not sure there is just yet.

I was thinking you could try having an attribute for the object called 'Create Service Request?' and have the value always set to 'No'. When an agent scans the QR code and gets to the page they could change the value to 'Yes' which would trigger an automation rule to create a Jira Issue and then reset the value of that attribute to 'No'?

But if I recall that will just create an issue. It won't link the object to that issue. 

We are working on expanding the options for automations related to Insight objects so I recommend keeping an eye out. 

An alternative route would be to use the ScriptRunner add-on which lets you do more customisation. 

[Chris Lee]

Thank you for the response.  I'll take a look at ScriptRunner and see where that takes me.