"Affected Services" field are not showed to customers

[Eduardo Oliveira]

I created an "IT service management" project (Issue type [System] Change) and when my costumers open the Help Center, they can't see the "Affected Services" field. Only if I add they in "USER MANAGEMENT" > "Users".

Can I share the service list with costumers?

[Angélica Luz · Accepted solution]

Hello Eduardo,

Thank you for reaching out to Atlassian Community!

The Affected Services field is visible only for licensed users. 

• Add or remove a service from the affected services field

The affected services field will not appear for those users who don’t hold a Jira license.

Based on your question, I created a feature request suggesting adding an info message that the field is not visible to customers.

• Show info message about Affected Services field when adding it on the request form

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Eduardo Oliveira]

Hi @Angélica Luz . Thank you!

[Ben Bruner]

Hello, checking to see if this has been resolved as I am seeing the same issue.

[Angélica Luz]

Hello @Ben Bruner,

Welcome to Atlassian Community!

The Affected Services field is visible only for internal licensed users, so actually, there are no issues to fix in this case.

The ticket I shared is a suggestion to add a message when adding the field to the request form for the project admins to know that the field won’t be visible for customers.

If you have any questions about this feature, please let us know.

Kind regards,
Angélica

[crouhana]

why can't we enable it for customers?!

[DM]

I believe there is something to fix here.

First of all the interface says "Customer form" that means it is the form the customer will see. Except in this case it isn't, because the user does not see the field.

I just made the Affected services field mandatory. That makes the whole story even more sad, because the customer can not even submit the form anymore because he can't fill a mandatory field.

If you use inspect to see the network tab you get this:

{"errors":[{"errorMessage":"Please provide a value for required field 'Affected services'","field":"customfield_10041"}],"reasonKey":"validation.error","reasonCode":"400"}

However there is nothing in the UI that shows this. Just enable this for customers and not only for logged in users. It is really weird that you can't tell us which system is broken (from a predefined list) if you tell us a system is broken.

[Rodolfo Romero - Adaptavist]

@Angélica Luz the Affected Services is visible to end users. The issue only occurs when the field is made mandatory.

[Joshua Elcik]

Having portal customers be able to choose the affected service is cruical, that way on the backend you can kick off approvals easier and use all the handy automation. 

[Ivan Ferreira]

If you have Premium version, you can use Assets Objects to make services available through the portal:

https://confluence.atlassian.com/jirakb/how-to-set-the-affected-services-field-from-referenced-services-on-an-assets-object-attribute-via-automation-1155140676.html

[Ivan Ferreira]

I just tested this and it seems to work. A second review would be helpful to identify if there is something that I'm missing.

This solution uses a Jira Service Management Form, and populate the Affected Services field using the Opsgenie REST API.

This also means that the solution will require Opsgenie integration with Jira Service Management.

1. In Opsgenie, create a new API Key

2. In Jira Service Management, create a Form in Jira Service Management with a dropdown selector field

3. In Jira Service Management,  create a Data Connection to get Opsgenie Services

• Go to Settings, Issues, Forms, Data connections
• Add a New Data Connection
• Use Basic Authentication
• In the password field, paste your Opsgenie API Key
• Press Next, the connection should be successful
• Press Next

4. In the Configuration Screen select:

• Elements: /data
• ID: name
• Label: name

5. Press Next and Save

6. Attach your new data connection to your form field

7. In Jira Service Management, create a new Request Type, I just called Request with Form for testing purposes

8. In Jira Service Management, go to the Form configuration, and associate with the new Request Type

9. Test the new Request Type with Form using the customer portal and a customer account

If this also works to you, please let me know.

[Ivan Ferreira]

@Andrey Kiyanovskiy 

Can you test this solution?

[Andrey Kiyanovsky]

@Ivan Ferreira That's an interesting idea, I tested it, and it works in the scope of the form. The issue here is that the Affected Services field is not populated, and we can't use related features, such as Responder Alerts, etc.

I'm trying to implement a workaround with a custom field having the same values as in the Affected Services. The issue is that to copy value from a custom field to Affected Services I have to use Service IDs that I'm getting with the same REST API call. If I make it to work, I'll publish it here.

[Ivan Ferreira]

Great! Thank you!

This post may help, and probable using automation you can populate the affected Service field itdelf.

https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277

[Andrey Kiyanovsky]

Thanks for the link, but I can't see how it could help me. There is no service ID in the forms, only names.

[Ivan Ferreira]

I was able to get the Opsgenie Service Name or ID (depending on what is selected in step 4)  with the following smart value in automation:

{{issue.properties."proforma.forms.i1".state.answers.1.choices}}

But the problem is that I cannot set the Affected Services field using the name, and the Opsgenie ID is different from the Jira Service Management ID. 

So no solution for setting the affected services in this way.

Anyway, you could use the smart value to populate the Summary, Description or any other field, and let the agent set the right affected services.

[Andrey Kiyanovsky]

Thank you for pointing out that Opsgenie ID and JSM IDs are different. I can't see a workaround either.

[mogavenasan]

Hi @Eduardo Oliveira,

Just checking the basic configuration, have you added the "Affected Services" field under the Request Type?

[Eduardo Oliveira]

Hi @mogavenasan .

Yes, I did. When I open the Help Center with a "Service Desk" member, the field are showed. If I open the same form with a Customer user, the field are hidden. Moreover, I can't post the request using the Customer user because the Affected Services' field are required.

Looks like the customers can't list the Services list.