Project type: Customer Service Management (CSM) — Jira Service Management Cloud
We've run into three separate problems on one of our CSM projects that all point to the same underlying pattern: the newer Customer Service Management project type seems to be missing admin controls / has bugs that classic Jira Service Management projects don't have. Posting them together since they're clearly related, but happy to split into separate threads if that's preferred.
We don't have a premier/direct support contract, so posting here per the usual guidance — if this is a known/tracked bug, a link to the relevant ticket would be much appreciated, and if someone from Atlassian could pick this up as a formal bug report that'd be great too.
Issue 1: Cannot enable "share requests with organization" on a CSM project
Where: Project settings, Customer permissions, "Allow customers to share requests with organizations they are members of".
Steps to reproduce:
- Go to Project settings, Customer permissions on a CSM project.
- Under "Customer sharing", enable "Allow customers to share requests with organizations they are members of".
- Click Save.
Expected: Setting saves and organization sharing is enabled.
Actual: Save fails every time with a generic error ("Something went wrong with your request").
Root cause (via browser dev tools): The underlying request returns HTTP 400 with reasonKey "sd.csm.request.security.settings.update.unsupported" and the message "Customer permission settings cannot be updated for Customer Service Management projects."
We checked our other CSM projects too — same result (org sharing disabled and not editable). Seems to be a platform-wide restriction on all CSM-type projects, not something specific to our config. We also double-checked the site-wide default sharing setting under Jira Service Management configuration — it is already set to share automatically with the customer's organization, so this is not a misconfiguration on our side either.
Impact: Because this can't be enabled, members of the same customer organization cannot see or comment on each other's portal requests, even though they're colleagues in the same org. As a direct consequence, notification emails for most activity on a request also never reach an organization member unless they were explicitly added as a participant, since the "involved customers" notification scope depends on that same org-sharing setting.
Issue 2: Priority field always shows blank ("-") to customers in the portal
Where: Customer portal, request detail page, "Details" panel.
Steps to reproduce: Open a CSM request that has a Priority set and confirm it in the agent view. Then open the same request as a customer in the portal and look at the Priority field.
Expected: Customer sees the actual priority.
Actual: Always shows "-", regardless of the real value. Reproduced on multiple requests, one of them with a Priority explicitly set to the highest level.
Update: we also checked whether adding the Priority field to the customer-facing request form (the CSM equivalent of a classic "Request type") would fix this. It doesn't — Priority is already present on our request forms, and the portal detail view still shows "-" regardless. So this isn't a missing form configuration, it looks like a genuine rendering bug in the request detail view.
Issue 3: Description field fails to load in the portal when it contains a smart link
Where: Customer portal, request detail page, Description field.
Steps to reproduce: Have a request description that ends with a plain URL to another Jira issue that got auto-converted by the editor into an inline "smart link" card, then open that request in the customer portal.
Expected: Description renders normally, as it does for requests without a smart link.
Actual: The field shows "We couldn't load this field. Refresh the page to try again." and never recovers.
Root cause (via browser console): "Error: useSmartCard() must be wrapped in SmartCardProvider". Looks like the description renderer in the CSM help center frontend tries to render an inline Smart Link without the required React context provider, crashing the whole field.
Impact: Any request description containing an inline smart link (very common, any pasted Jira/Confluence link auto-converts to one) becomes unreadable to the customer, even though it renders fine on the agent side.
Common thread across all three issues
All three problems occur specifically in the newer Customer Service Management (CSM) project type, and in each case classic Jira Service Management projects either don't have the problem or expose an admin setting that CSM projects lack. We'd appreciate confirmation on whether these are known, tracked issues (please share ticket/bug references if so), and realistic timelines or workarounds for each.
Happy to provide additional screenshots or more details if useful. Has anyone else run into these on a CSM project, or know if there are existing bug tickets for them?
