Create a custom Assets field and show asset data in Jira Service Management

Introduction

In this tutorial, you'll learn how to create a custom assets field in Jira Service Management and display asset data effectively. This guide will walk you through the steps to configure the field for users to select values from Assets when submitting tickets, enhancing the functionality of your service desk.

Step 1: Create the Custom Field

• Navigate to Jira settings.
• Select Issues from the settings menu.
• Click on Custom fields.
• Choose Add custom field.
• Select the field type suitable for assets (e.g., dropdown or multi-select).
• Name your custom field (like "Asset Selection") and provide a description.
• Save the new custom field.

Step 2: Configure the Custom Field

• After creating the field, click on the gear icon next to it.
• Select Contexts and default value.
• Set the appropriate context for where this field will be applicable (like specific projects).
• Define a default value if necessary, which will be pre-selected when users access the form.

Step 3: Edit Custom Field Configuration

• Click on the custom field to access its configuration settings.
• Adjust any settings based on your organization's requirements, such as required status or visibility options.
• Ensure that the field aligns with asset management expectations.

Step 4: Align with the Assets Data

• Go to the Assets menu in Jira.
• Select the appropriate asset schema that contains the data you want to use.
• Make sure your custom field is linked to the relevant asset types or categories.

Step 5: Access Jira Service Management

• Switch to the Jira Service Management project where you intend to utilize the custom field.
• Check if the custom field appears in the project settings and is ready for use.

Step 6: Verify Placement of the Custom Field

• In the project settings, navigate to Screens.
• Locate the screen configuration for the issue type you are working with.
• Ensure the custom field is added to the correct screen that appears when users create or edit tickets.

Step 7: Edit the Project Screen to Add a Tab

• In the Screens section, click on the screen where you want to add a tab for asset selection.
• Choose to add a new tab and name it appropriately (e.g., "Assets").
• Drag the custom field into this new tab to ensure users can easily find it.

Step 8: Add the Field to the Portal Form

• Go to the Customer Portal settings in Jira Service Management.
• Select the request type where the custom field will be displayed.
• Add the custom field to the form so users can select from the asset options when submitting tickets.

Step 9: Create a Ticket in the Portal

• Navigate to the customer portal as a user.
• Choose the request type you modified with the custom field.
• Verify that the custom assets field appears and functions as expected.
• Submit a ticket to test the entire flow.

Conclusion

You have successfully created and configured a custom assets field in Jira Service Management. By following these steps, you can enable users to select asset data directly when submitting tickets, streamlining your service management process. For further enhancements, consider exploring automation rules or integrating with other Jira features. If you have questions, feel free to ask for assistance!