Unable to link assets when creating a Jira Service Management ticket

Question

I'm currently testing Jira Service Management Premium with the intention of rolling it out across our organization. I'm the organization admin and have full access, including a Premium trial. I've already created multiple object schemas in Assets (formerly Insight), and populated them with inventory items.

However, when I try to create a new ticket and link it to one of the assets (e.g., by referencing an asset number), I can't see any field that allows me to do so. I've researched extensively — including AI tools and YouTube tutorials — but I still can't find the Assets Object/s field or the Issues settings menu where custom fields are normally added.

I want to be able to select an asset from our inventory directly when creating a ticket. What steps am I missing? Is there a configuration or permission setting that might be blocking access to the custom field setup?

Any help would be greatly appreciated!

Leonel Goitia · Answer

Hey! This is a common point of confusion when setting up Assets for the first time.

You’ve already done the hard part (creating your object schemas and populating data).
Now you just need to create and configure an Assets field so you can link assets to your work items:

Go to Jira settings → Work items → Fields.

Click Create field → Advanced → Assets (Assets Object/s).

Give it a name (for example, “Affected Asset”).

Once created, find the field → click ⋯ → Contexts → Edit Assets object/s field configuration.

In that screen, configure:

Object schema → choose the schema where your assets live.

AQL filter → limit which assets appear (e.g. objectType = "Laptop").

User interaction options:

Display and search across these attributes: usually Name.

Display these attributes in the issue view: select which details appear when viewing the linked asset (e.g. Name, Serial Number, Location).

Display these attributes in the portal request details view: choose what customers see in the portal.

Field can store multiple objects → enable if you want to allow multiple assets.

(Optional) Display a default object when this field appears in a customer portal → pre-fill a default asset if needed.

Associate the field with your desired screens (Create, Edit, View).

Go to your Service project → Project settings → Request types, edit the request form, and add this field so users can select assets.

Once saved, you’ll see the Assets picker when creating or editing a work item — and users will be able to search and link items directly from your Assets inventory.

Leonel Goitia · Answer

Hey! This is a common point of confusion when setting up Assets for the first time.

You’ve already done the hard part (creating your object schemas and populating data).
Now you just need to create and configure an Assets field so you can link assets to your work items:

Go to  Jira settings → Work items → Fields.

Click Create field → Advanced → Assets (Assets Object/s).

Give it a name (for example, “Affected Asset”).

Once created, find the field → click ⋯ → Contexts → Edit Assets object/s field configuration.

In that screen, configure:

Object schema → choose the schema where your assets live.

AQL filter → limit which assets appear (e.g. objectType = "Laptop").

User interaction options:

Display and search across these attributes: usually Name.

Display these attributes in the issue view: select which details appear when viewing the linked asset (e.g. Name, Serial Number, Location).

Display these attributes in the portal request details view: choose what customers see in the portal.

Field can store multiple objects → enable if you want to allow multiple assets.

(Optional) Display a default object when this field appears in a customer portal → pre-fill a default asset if needed.

Associate the field with your desired screens (Create, Edit, View).

Go to your Service project → Project settings → Request types, edit the request form, and add this field so users can select assets.

Once saved, you’ll see the Assets picker when creating or editing a work item — and users will be able to search and link items directly from your Assets inventory.

Valerie Knapp_gp7rpj · Answer

Hi @Pavan Kukudala , welcome to the Atlassian Community and thanks for your post.

You mean to say that you have created an Assets object custom field, like this - https://support.atlassian.com/assets/docs/set-up-the-assets-object-field/ ?

You have added this custom field to the form or the create screen for the request in the JSM project?

and then what happens? You don't see the field? You don't see the options?

Please can you share some anonymised screens so we can help you troubleshoot?

Best wishes