Retrieving Insight information in JSM Automation rule

[Kris Dewachter]

Hi,

I want to solve following problem....

I've designed 2 Object Types in Insight:

• Software (contains list of software applications)
• Team (contains list of teams)

I have linked the "Software" objects to the "Team" object via a "DefaultTeam" attribute. This means that every software application has 1 default team that is responsible for this application.

In JSM, I've created 2 Insight custom fields "Software" and "Team". When creating an incident in the JSM Support desk, the user is able to select an application form the list. The user is NOT able to select the team.

Now, I want to be able to assign the Team to the ticket, based on the selected application. Basically, I want to create an automation rule that retrieves the selected application from the ticket, and retrieves the "DefaultTeam" value from Insight, and set this value to the custom "Team" field.

I was hoping to be able to do this with Smart Values in the automation rule. Ex. {{issue.Software.DefaultTeam}}. But that doesn't seem to work.

Do anyone know if this is at all possible with Smart values? Or is there another way to solve this?

Note: After initially setting the team field when creating the ticket, it must be possible for the assignee of the ticket, to assign a different team. 

Best regards,
Kris

[Tessa Tuteleers · Accepted solution]

Hi Kris, 

Welcome to the community! 

Assuming Software and team are both Object Types which are linked to eachother with Team as an attribute to Software, you can do this with a simple automation rule. 

Create 2 insight custom fields (I'll refer to those as ApplicationField and TeamField)  and give them their Insight context. 

Then add the ApplicationField to the create screen and both fields to the edit / view screen. 

Then we will make our automation rule: 

• Use "create issue" as trigger
• add some conditions if you need for issuetype etc
• then add an "Edit issue" action
  • Choose the Teamfield
  • You now get a queryfield, you can use IQL to find the correct object. 

objectType = Team AND object HAVING inboundReferences(objectType = Software AND Key = {{issue.ApplicationField}})

What you do here is the following: 

• Get all Team objects that are inward linked (so where they are set as an attribute) to the Software object set in the ApplicationField, and put that in the TeamField

If you are unsure how to target the insight object in a field, you can use an "add value to the audit log" automation action on the smart value "{{issue.ApplicationField}}", and you can see what is written away (the key). 

You can find more info about smart values here. 

Hope this helps! 

Cheers, 

- Tessa

[Kris Dewachter]

Hi Tessa,

This is just what i was looking for. Works perfectly.

Thanks a lot for your help.

BR,

Kris