Display work items with the same Affected services

Problem:

Service desk agents struggle to identify potential major incidents or outages early when working on customer requests. This leads to longer ticket processing times and inefficient incident investigation, as agents lack visibility into other work items affecting the same services.

Solution:

Display work items with the same affected services within the current work item. This enables agents to quickly spot related incidents or patterns and respond more efficiently.

Tutorial

Prerequisites

A service project with the “Services” feature enabled
Project admin permissions
Elements Overview installed

Configuration steps

1 - Access Elements Overview in Project Settings

Go to your JSM project.
Click on Project Settings > Apps > Elements Overview.
Create a new overview.

2- Choose Where to Display the Overview

In the Display section, select where the overview will appear.
For this use case, select “Work item panel” so agents can see it while processing tickets.

Pro-tip: Use display conditions to restrict the overview to work items matching specific JQL.

3- Configure Which Work Items to Display

In order to pull work items with the same Affected services as the current work item, you’ll need to choose the “Dynamic JQL” mode.

In the Focus section, choose “Dynamic JQL” mode.
In the “Work items to retrieve” field, enter:

CODE

"Affected services" IN ()

Use the IN operand (not =) since “Affected services” is a multi-select field

Click “Insert” and select the “Affected services” field to inject the dynamic variable.

Result:

Test your query using the issue picker and “Test query” button.

4- Select Fields to Display in the Overview Table

Configure the table layout.
Choose which fields to show in the overview table.

For this use case, we selected the following fields:

Use the Preview feature to see how the table overview will render in the context of the work item selected.

5- Final result

When processing a work item, Service Desk agents will see all work items with the same Affected services, quickly allowing them to identify related incidents and respond more efficiently to potential major issues.