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?
