Allowing JSM customers to select their devices while they are requesting help
- Pio
In your JSM environment, you may be getting several request types from JSM customers (reporters), such as:
My Laptop is broken
I lost my laptop
My phone is stolen
I need additional RAM for my laptop
My tablet’s battery died, and I need a new one
…
At this point, the first question that the JSM agent (your first-line support) would ask is “Which device?”. In case you installed and configured our Microsoft Intune Importer for JSM Assets or Jamf Importer for JSM Assets then there is an easy way to help the customers at the time of ticket creation.
In summary, JSM Agents may be requesting the following:
As a JSM Agent (helpdesk team member), I would like to know which device is related to the ticket, so that I can start working on it immidiately and don’t need to ask to the reporter and lose time.
Here are the steps to configure JSM and Assets.
Instructions
Install Microsoft Intune Importer for JSM Assets or Jamf Importer for JSM Assets from the marketplace.
Configure and import your device information (i.e. Devices and owners)
Set the scheduling for automated replication.
Create a new assets custom field:
Select Settings on the right top / Issues / Custom Fields / Create custom field
Select Advanced / Assets objects and click Next.
Give a name to your field. I.e. “Impacted Device”, “Broken Device”, “Stolen Device”, “Related Device”, “Ticket Scope”, etc…
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Select the screens you would like the field to be shown.
Now you should be back to the “Custom fields” screen. Search for your new field.
Click on “1 context”
Click on “Create, edit, or delete contexts”
Click on “Edit Configuration” and select only the issue types and projects that you would like this field to be used. Click Modify.
Now it is time to set the filters for Assets. Click “Edit Assets object/s field configuration“
You may find some example configurations below, please feel free to adjust them according to your needs:
Field | Description | Microsoft Intune | Jamf |
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Object Schema | Select your object schema | Microsoft Intune | Jamf |
Filter scope (AQL) | Filter the field so that only devices are displayed. (otherwise all objects would be listed) |
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Filter issue scope (AQL) | This is the place where you filter the devices of the Reporter. |
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Search attributes | Here, select the meaningful attributes. In case the reporter owns multiple laptops or phones then allowing them to search the serial number makes sense. | Device Name, Serial Number, Model | Computer Name, Mobile Device Name, Serial Number, Model |
Attributes for Issue View | Review the attrobutes of your devices and select the ones that will help the helptdesk agent for your request type. Not every attribute needs to be displayed but some of them may hep the agent save time. | Device Name, Derial Number, Manufacturer, Model, Last Sync Date, Compliance State | Computer Name, Mobile Device Name, Serial Number, Model, Last Check-in, Managed, etc. |
Single or Multiple | Sometimes your use case may expect the user to select multiple devices for the request. You may enable the setting accordingly. | Enabled | Enabled |
Default Object | When this setting is enabled, Assets will add the first device according to the AQL result to the field. So, instead of waiting the reporter to fill the field, you can fill it automatically. Please note that if the reporter has multiple devices, it is still possible to select additional devices for the field. | Enabled | Enabled |
Go to your project settings page.
Select Request Types
Add your new field to the Request Form for your request type(s).
Now, you will see your new field on the Customer Portal and it is ready to perform tests.
The AQL provided in the table works nice and smooth when the Users and Groups are being syncronized from Azure AD with the help of Atlassian Access. If you are not using Atlassian Access and creating your users manually, then there may be cases where the Intune or Jamf user names are not matching your Jira Users/reporter’s name.
In such case, we recommend using the Jira users as an attribute for the comparison. Please review an example on how to add a new attribute to the Users object type and map the objects to Jira Users below:
Mapping Azure AD (Entra ID) Users with Jira Users and Jira Groups
We hope this was helpful. Like, comment and share with your colleagues …