Customer Service Management link to Assets

[Harry Smith]

In my organisation, we use JSM as customer facing service. 

We use this in tandem with an Asset schema to provide ongoing support to customer assets in the field. 

Our Asset schema also tracks things like Manufacturers, Client Organisations and Client Contacts. We use the details in the schema to set access control for customers. E.g. they can only see systems in which their user group is listed as the owner when submitting a support ticket. 

We are very keen to swap to CSM, as it ticks a lot of these access issues we hit with customers. We really want custom support sites and experiences and knowledge base segregation. 

However, it seems there is no link between Customer Service Management and Assets? There is no asset custom field, and no settings to link back to a Schema. 

Is this intentional? Is there an equivalent service in CSM that will replace this? I see there are product entitlements, but this doesn't provide the flexibility and data resolution we've created in our Asset Schema. 

If there is no solution, can we reliably continue to use JSM to support external customers now CSM is here? 

[Rik de Valk _Brainboss_]

Hi @Harry Smith , 

The Customer Service Management product is part of the Service Collection, which includes Jira Service Management. So you will always have both CSM as well as JSM as products. 

With regards to seeing the links between Assets and requests: you will have to set-up (create, configure and add to screens) Asset fields that use your Asset schema yourself (it doesn't come pre-configured). 

You can find a getting started guide here: https://www.atlassian.com/software/jira/service-management/product-guide/getting-started/asset-and-configuration-management#how-to-get-started

If you want to learn about how to ensure that your customers only see objects that relate to them, maybe this article will help: https://community.atlassian.com/forums/JSM-News-Discussions-articles/%EF%B8%8F-Transform-your-portal-Part-I-Personalise-your-select-lists/ba-p/3154054

Have a nice day!

Rik