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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      We are implementing Virtual Agents on top of Atlassian, we ae on your marketplace

      https://marketplace.atlassian.com/apps/1224614

      One thing we do a lot is "slot filling": In a conversation (chatbot), we are able to determine the ticket type, then get its fields definitions, and build a conversation to fill in each of the fields. This is working well and used by all our customers. But then you introduced the Insight fields, and customers paying the Premium got access to this new field type, and of course, asked us for being able to use these new fields in the slot filling. 

      As you did not expose any API to get the list of the possible values for such fields, we used some of your internal API to be able to fulfill the customer requirements. But then, a few ago, you changed the authentication mechanism of these internal APIs, making it unusable to external parties. 

      So now, we and your customers are stuck with the Insight Fields, unable to get a list of the possible values they contain through an API... so it is impossible to build a Virtual Agent or any other kind of portals that would leverage these Insight fields. 

       

      We created Support ticket: https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-83970

      They proposed we contact you to raise this.

      Please let me know if and when you plan to have such support so that we can communicate to our (your) customers and decide which alternate plan to build. 

      If you have any thoughts for other alternative, then please let me know. All we need is an API that gives us the list of possible values for a given Insight field.

       

      If new API endpoints are released for this feature request, please make sure that they are supported for Connect and Forge apps as well.

       

      Thanks for your consideration of this matter. 

      Amédée

       

            [JSDCLOUD-11075] Add API to be able to retrieve Assets object field values

            Any updates on this? Its been a couple of years since this request has been raised and there isn't even one approved solution to list values for a given asset field.

            Murugappan S added a comment - Any updates on this? Its been a couple of years since this request has been raised and there isn't even one approved solution to list values for a given asset field.

            mb added a comment -

            For everyone interested in the corresponding Datacenter Feature request, please vote for this feature request as well!

            https://jira.atlassian.com/browse/JSDSERVER-12352

            mb added a comment - For everyone interested in the corresponding Datacenter Feature request, please vote for this feature request as well! https://jira.atlassian.com/browse/JSDSERVER-12352

            We have the same problem here. We cannot install important plugins for our business because this feature is not implemented! Don't understand why this is such as difficult?

            Daniel Naphtali added a comment - We have the same problem here. We cannot install important plugins for our business because this feature is not implemented! Don't understand why this is such as difficult?

            mb added a comment - - edited

            This should have been re-implemented 2 years ago. We are currently considering switching to a different solution, such as service now or snipe IT because Refined cannot be used for our customer portals and we heavily rely on our asset object custom fields. Without this being re-implemented, we cannot use any web frontend plugin to polish the look of the customer portal for our customers.

            Please also see PCS-264221

            I cannot believe we are paying more than $20,000 p.a. for Jira Service Management Cloud Premium including Assets, but we cannot use the Assets API for our plugins!

            mb added a comment - - edited This should have been re-implemented 2 years ago. We are currently considering switching to a different solution, such as service now or snipe IT because Refined cannot be used for our customer portals and we heavily rely on our asset object custom fields. Without this being re-implemented, we cannot use any web frontend plugin to polish the look of the customer portal for our customers. Please also see  PCS-264221 I cannot believe we are paying more than $20,000 p.a. for Jira Service Management Cloud Premium including Assets, but we cannot use the Assets API for our plugins!

            I've been hoping to use the Refined apps which uses the Jira Forms features but I'm unable to utilise a lot of functionality due to not being able to use Assets.

            It seems in the nearly 2 years of this ticket being open, Atlassian has no idea when they are likely to fix/implement this and ultimately, Atlassian and the market vendors will loose out in sales.

            Philip Laskowski added a comment - I've been hoping to use the Refined apps which uses the Jira Forms features but I'm unable to utilise a lot of functionality due to not being able to use Assets. It seems in the nearly 2 years of this ticket being open, Atlassian has no idea when they are likely to fix/implement this and ultimately, Atlassian and the market vendors will loose out in sales.

            Really surprised its taking so long to make this available. Cant really release Jira ITSM to the public without this as it appears very much like a back office 90's application native.

             

            Crossing fingers and looking for ideas for work arounds until resolved. 

            Tom langton added a comment - Really surprised its taking so long to make this available. Cant really release Jira ITSM to the public without this as it appears very much like a back office 90's application native.   Crossing fingers and looking for ideas for work arounds until resolved. 

            Any news on this request? We cannot use the Refined app without assets being displayed. 

            Torge Funke added a comment - Any news on this request? We cannot use the Refined app without assets being displayed. 

            I am absolutely amazed about the fact that something like this needs "consideration"

            What is to consider? An API is part of the product. You shipped half the product for full price.

            Your customers and partners could do amazing things with Assets - if there was an API. 

            So far it is more of a "well ... it could be great .. but it's not".

            Bernd Anderer added a comment - I am absolutely amazed about the fact that something like this needs "consideration" What is to consider? An API is part of the product. You shipped half the product for full price. Your customers and partners could do amazing things with Assets - if there was an API.  So far it is more of a "well ... it could be great .. but it's not".

            Atlassian, could you at least respond and provide perspective on this ticket, created more than 18 month ago. The number of comments for many companies indicates that many of us are blocked in our integrations with this key limitation that makes your JSM ticket API useless for any "Premium" customer using assets.

            Thinking about it: you added the Premium, doubling the license costs to be able to use Assets, then we spend time deploying / using them, only to then find out we are stuck with these... as we cannot use them in any ticket integration scenario. So paying Premium means broken features and less support?

             

            PLEASE share the internal road map / status / thoughts / concerns about this Ticket / Asset limitation.

            PLEASE: document this limitation inside the Ticket API doc pages, indicating these are not usable with Asset fields... such that developers over the world do not waste time on building ticket automation just to find out late that Assets fields are not covered. Currently, I have to show this ticket to all our JSM customers complaining about this, as a proof of the limitation ... It is not nice, it would be better to show a proper doc page highlighting the limitation. 

             

            A concerned CTO

            Amedee Potier added a comment - Atlassian, could you at least respond and provide perspective on this ticket, created more than 18 month ago. The number of comments for many companies indicates that many of us are blocked in our integrations with this key limitation that makes your JSM ticket API useless for any "Premium" customer using assets. Thinking about it: you added the Premium, doubling the license costs to be able to use Assets, then we spend time deploying / using them, only to then find out we are stuck with these... as we cannot use them in any ticket integration scenario. So paying Premium means broken features and less support?   PLEASE share the internal road map / status / thoughts / concerns about this Ticket / Asset limitation. PLEASE: document this limitation inside the Ticket API doc pages, indicating these are not usable with Asset fields... such that developers over the world do not waste time on building ticket automation just to find out late that Assets fields are not covered. Currently, I have to show this ticket to all our JSM customers complaining about this, as a proof of the limitation ... It is not nice, it would be better to show a proper doc page highlighting the limitation.    A concerned CTO

            fishern added a comment -

            Requesting an ETA on this function. This is impacting our using Refined also. 

            fishern added a comment - Requesting an ETA on this function. This is impacting our using Refined also. 

              90325da67d46 Mohamed Hassan
              02ae4f3ac74d Amedee Potier
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