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Set up the Insight object field

Insight in Jira Service Management is a Premium and Enterprise only feature. It is compatible only with company-managed projects. Learn more about Insight.

Special permissions apply to users when viewing or editing Insight object custom fields:

  • Any user - even those who are not licensed for Jira Service Management or any Atlassian products - is granted a temporary “User” role when an Insight object custom field is added to a request type which can be accessed by end-users on a portal. This allows them to view the Insight object fields and their values.

  • Jira Software, JSM, and JSW users will have temporary "Object Schema User" roles that allow them to view and edit the contents of an Insight object custom field within issues where they already have existing edit permissions.

These roles will not count towards the total number of users on your license.

To connect Jira issues with Insight objects:

  1. On your Jira site, go to Settings in the top right of your global navigation bar

  2. Go to Issues (under Jira Settings)

  3. Go to Custom Fields in the navigation sidebar

  4. Select Create custom field > All

  5. Scroll down or search to find Insight objects

  6. Give your ‘Insight objects field’ a Name and a Description

  7. Select the screens you’d like to attach it to. This allows it to connect to issues contained within that project (use the project key to find the projects that you want to use the ‘Insight objects field’)

  8. Select Update.

You’ve now created the field and connected it to the project. Now you need to configure it. Learn more about configuring the Insight object field.

  1. Go to Custom Fields in the navigation sidebar

  2. Find your Insight objects field (look for Insight objects under Type column or search the name)

  3. Select more options > Contexts and default value

  4. Select Edit Insight objects field configuration

  5. Select the object schema you want the field to access from the dropdown (under Object schema)

  6. (Optional) Enter an Insight Query Language (IQL) query in Filter scope (IQL) to define which objects should be shown. You can use this field to filter Insight objects based on their attributes in Insight. Learn more about IQL.

  7. (Optional) Enter an Insight Query Language (IQL) query in Filter Issue scope (IQL) to define which objects should be shown. You can use this field to filter Insight objects based upon the values from other fields in Jira Service Management. Learn more about IQL.

  8. (Optional) Click Display a default object when this field appears in a customer portal if you want the Filter Issue Scope (IQL) field to be filled with a default object when the field appears in a portal.

  9. Under User interaction, select the Insight attributes that users can search for and those that will show on the issue view

  10. Select Save.

Placeholders cannot be used in the Filter Scope (IQL) field in the Insight objects field configuration screen.

Add this field into your request types and set them visible on the portal so that end-users can select the object from their portal requests and agents can access the object directly from the issue view.

It’s important to note that when a field is added to a request type, all customers of that portal are granted the User role. Learn more about roles.

Any requests that have an object selected will now also show up under Connected Jira issues within the Insight view.

Your field should be set up - if you want to test this:

  • go to an issue

  • find the name of the Insight object field you just created

  • select the field to go to the object or select the graph icon ( ) to see the object graph

You can make this feature even more powerful and effective by automating certain actions with automation rules. Learn more about Automation for Insight in Jira Service Management.

Additional Help