Many limitations on Customer Service Management

[Christof Hurst]

Hi, 

I'm testing the new Customer Service Management for a Compliance portal but I face face many limitations.

I like the features that different portals (Customer Experiences) can be configured. When trying to add Assets to the form or even use them internally to set our internal Brand object, I face that no support for assets is included. Why? This is an essential feature to organize work. Even no prefilled fields, so there is nothing to identify.

Also the forms are another limited thing. Why aren't used the normal form feature which ist tested and included very well? 

AND NO AUTOMATION RULES???

Why always news things that work only half the way? Why always new from the scratch? Why always limited forks of well functioning things? The new CSM could be a good thing but actually it's not usable.

BR Christof

[Arkadiusz Wroblewski]

@Christof Hurst 

Christof  I feel this one. I checked what Atlassian currently documents for Customer Service Management, and the short version is: CSM is a new “experience layer” (customer experiences) and it’s not feature-parity with classic JSM portals yet. That’s why you’re seeing missing basics like Assets in forms, prefills/context, and the “why isn’t this just JSM Forms?” feeling.

Atlassian’s docs make it clear CSM is organized around customer experiences/customers/projects, it’s not just a skin over JSM. So you’re basically testing something that’s still scoped. It can be great for clean multi-portal experiences, but for compliance workflows (where Assets + automation = the glue), it’s currently hard to call it complete.

Practical reality right now: if Assets + automation are essential, keep the real process in classic JSM projects (where automation is fully supported), and only use the CSM “experience” front end where it genuinely helps otherwise you’ll spend your time designing around product gaps.

And yeah  if Atlassian wants CSM to be taken seriously for compliance/customer portals, Assets integration + real automation + form parity shouldn’t be “maybe later”. It’s baseline.