Summary

In JSM Cloud, the Request Type and Affected Services field is not available as an option on any gadget. Learn how to use an automation to create a report with these fields.

Use automation and the two-dimensional filter gadget

Create a 2-step process: 

1. This involves creating an automation rule to update a label-type field, which would represent the Customer Request Type/ Affected Services field.
2. Setting up a 2D filter to create a report based on the label type field.

Rule for all newly updated tickets:

1. Create a New Custom Field:

   • Add a custom field of the label type to accommodate the required data.

2. Associate Custom Field with the Required Screen:

   • Ensure smooth integration by associating the label-type custom field with the necessary screen.

3. Setup Automation:

   • Define automation parameters:

     • Trigger: work item creation.

     • Condition: Verify that the request type field is not empty.

     • Action: As request type names often contain spaces, replace them with hyphens or other special characters of your choice to create valid labels. We can't create a label if the request type contains a space. 

       • Example: Store the request type value in a variable (e.g., "myVar").

       • Then use the smart value {{myVar.replaceAll(" ","-")}} to automatically add labels in the label-type custom field.                 

You can import the following rule automation-rule-17689809-202402090929_2024-02-09T09_29_47.019Z.json

• Reference article on how to import the above rule to your site - Import and export Jira automation rule.

Additionally, you can create one based on the following video

Rule with Manual trigger for existing tickets

Implement a strategy to copy the value of the 'Customer Request Type' from all existing tickets into the newly created 'Label Type' field.

1. Set up an automation process based on a Scheduled trigger.
2. Construct the JQL, ensuring that the output does not exceed 1,000 work items. Exceeding this limit may result in a THROTTLED error. 

• •  Please refer to the below links, to learn more about automation service limits:

    • What is the Service limit

    • Automation Concepts

Set up a Two-dimensional Filter:

• • Configure the X-axis using the label-type custom field.
  • Choose the Y-axis based on your preference, such as an assignee or another relevant field.

Feature requests

• JSDCLOUD-1914 - As a user, I would like to add Customer Request Type, Affected Services field into Dashboard Gadget
• JSDCLOUD-13544 - Filter result gadget does not displays "Affected Services" field values