Your first stop for learning how to get started with Jira Service Management.
Your first stop for learning how to get started with Jira Service Management.
Learn how to succeed in your role as a service project agent.
Learn how to use Assets in Jira Service Management with this detailed guide.
Set up your service project in a way that empowers your agents and your customers get help for their requests.
With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin.
Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.
Understand how to effectively serve your customers as a service project agent.
Follow proven patterns for setting up Jira Service Management for IT and software development teams.
Jira products share a set of core capabilities that you'll want to understand to get the most out of Jira Service Management.
Learn how to use Atlassian Intelligence features in Jira Service Management to streamline your work.
Learn how to use Jira Service Management's virtual agent to automate your customer support and save your agents hours every day.
Learn how to manage assets and configuration items with Assets in Jira Service Management.
Resources to help you plan and set up a successful move to cloud.
Search for issues, navigate to your work, use advanced search, and work with your search results.
Learn how to use forms to gather more information from your customers and team.
How can we limit access to the discovered data imported into Assets in Jira Service Management?
Access to the object schema you’re importing the data to can be limited to a certain Jira group. However, members of the group jira-system-administrators can always modify the object schema settings. This schema can be restricted from members of the jira-administrators group.
Can we discover cell phones with your product?
No. As of factory default Apple iOS or Android do not support any kind of remote access like SSH or SNMP. We cannot recommend Jailbreaking or Rooting your devices to gain remote access.
What kind of data can be collected from laptops (PCs & Macs)?
Discovery will find the laptops connected to your network at the time of scanning. It will collect IP and MAC address without using credentials to get into the machines. But if you also provide credentials equivalent to local admins, you are able to get a lot more information from the machines like hostname, user profiles, CPU, RAM, installed software etc. (See Data collected by Assets Discovery)
We have already imported hundreds of servers and computers into [text]. What happens if we start using Assets Discovery and automatically import (mostly) the same hosts again? Will they be linked somehow?
As of the initial version of Assets Discovery, it will not consider any existing object types or objects in your Assets configuration. When you run the first import, you will need to select which object schema to import to and Assets Discovery will build up an object type structure there with all the discovered data. This topic is something we will look deeper into though.
What version of SNMP is supported by Assets Discovery?
Assets Discovery supports SNMP version 1, 2, and 3.
Is there a Linux Version of the Discovery-Tool?
Why does the Import of the result doesn't work?
Please, make sure that the user that is running the JIRA Instance (Tomcat-Service) has read and write permissions at the configured import folder and files.
How many System can I scan per day?
This depend on many various factors in your environment. For some examples consult our Recommended Information
Does a scan impact my network?
Generally, no. the average network load per scanned system is around 400kb.
Does a scan impact the remote system?
Generally, no. However, some combinations of operating systems and scanning patterns may have a measurable impact on the remote system.
Can I use the Discovery-Tool on an existing Server-System?
We do not recommend to use the Discovery-Tool on a system that provide any other services. The Discovery-Tool needs to handle a lot of objects and will use a lot of the system memory.
After updating to 2.6.0 I get double ESXi Hosts, what can I do?
The change from collecting ESXi informations from SSH or SNMP to the provided Web-Api can result to new Object Hashes for the ESXi Host System.
This is related to the issue that the attribute "Serial Number" can not be collected in some cases. We apologise that and we hope that this issue will be fixed by VMWare.
You have two options to handle that situation:
If the "old" ESXi-Object(s) are not used for connected JIRA-Issues you can delete the "old" ESXi-Object(s)
If you want to use the "old" ESXi-Object(s) copy the ObjectHash Value from the "new" ESXi-Object to the "old" ESXi-Object.
Now you can delete the "new" ESXi-Object and the "old" one will be updated in future.
After updating the Assets Discovery add-on to 2.9.3 the Discovery tool is still showing version 2.9.1
We had to upgrade the Assets Discovery add-on to 2.9.3 in order to to add some minor fixes. The Tool was not included in this update. However, it should work normally with the updated add-on. We will fix the version numbers in both the tool and add-on to be aligned soon.
When I paste my License into Discovery Tool - I see a lower Tier than the one I purchased
In version 2.9.2 or higher, If the License generated by Assets Discovery in Jira - to license your Discovery Tool (License starting with "Vv...") is showing a Lower Tier than the Tier you've purchased, it might be due to the Universal Plugin Manager being outdated.
To resolve this, please navigate to Jira Administration>Add-ons>Manage Addons–> "Atlassian Universal Plugin Manager Plugin" and update the UPM to the latest version available, then Disable and re-Enable Assets Discovery. This will generate a new License to be used to license the Discovery Tool correctly.
Why is my RSA Key not working?
If your RSA Key is generated with OpenSSH version > 7.8 the key will not work with the used SSH.Net Library.
This is a known Bug that you can track here: SSH.Net Bug 485
You can use the "-m PEM" Option for your RSA Key generation.
Importing result data from the optional Windows-Agent causes error messages.
We are mention in every release note if the Assets Discovery release contains a new Windows-Agent.
If the Discovery-Tool is receiving result data from an "older" Windows-Agent is can happen that the result structure is not compatible.
In that case the Discovery-Tool can not deserialise the xml data and you will see exception in the log file like:
Do I need the super administrator access credentials, such as root username and password, of each and every device that has to be scanned, which can be hundreds? Is there another way that our client's users don't have to provide us with all this compromised data?
Yes, we recommend to create a "Discovery"-User which is used to connect to the systems.
Please take a look to technical solutions called LDAP or Active Directory to prevent adding hundreds of "single"-credentials to the Discovery-Tool
How can I create SNMP Walk Result-Data that can be used to build custom pattern?
For SNMP Pattern you need to know which OID contains the data that you like to assign to the Assets Object.
The OID Values can be assign to the "default"- Object properties of a Discovery Info Class or can be used for Extended Information of a Discovery Info Class.
To include the OID in an SNMP Walk you need to add the parameter "-O n" to the SNMP Walk command.
snmpwalk -v1 -O n -c public 192.168.178.60 .iso > walk_out.txt
My Discovery Service Name changed, how can I remove the "wrong" service manually?
First try to use the "Discovery.exe -u" command.
If the service is still in the List of Windows Services:
Open a Command Prompt and execute the following command with your exact Service Name.
After restarting the system the service is uninstalled.
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