Dorothea Linneweber Atlassian Team

Great to hear @Juan Romero Domínguez Feel free to get in touch with any feedback as you continue to explore :) dlinneweber@atlassian.com

Hi @Dave Mathijs Our current focus is on building out our native offering, as well as invest in extensibility to allow 3p integrations at scale. We already provide some basic ways to integrate external contact centres like Genesys with CSM…

@Rebekka Heilmann (viadee)Thanks for the feedback! Whilst the account type itself is shared, you can control access settings separately between CSM and JSM. I.e. you may choose to have a CSM support site which is open to the public, whereas your JSM portals are open to logged in users only. This is controlled via the Jira…

Hi everyone, thanks for raising this here! First up, I can confirm that this limitation is front of mind, and we are actively exploring solutions with the aim to ship them over the coming months. Feel free to follow this ticket for updates: https://jira.atlassian.com/browse/CSM-33 For some background as to why this…

Hey @Tomislav Tobijas they do use CSM indeed! Live chat has only just made it to Beta, but we're working with our internal teams to adopt this as well.

Hi everyone! Excited to share that we are in the process of rolling out external statuses for CSM as well. You can configure this as part of the Forms in Customer experiences (forms are the gateway into space routing and workflows hence that placement). If you don't see it in your instance already it will be with you very…

Hi @Susanna Mur great to hear you're interested in CSM and this feature! If it's enabled in the CSM space settings, all that's left to do is ensure you've added the 'Inbox' to the JSW space via the '+' (add to navigation) icon on the Jira space. Add inboxes to Jira spaces To enable Jira spaces to receive forwarded work…

Hi @Dirk Lachowski . Thank you for taking the time to share such candid feedback. As CSM is a new product, your input is especially valuable and directly helps us prioritise what to improve next. I have passed your feedback on to the respective teams to consider in their future prioritisation. Regarding your feedback on…

Hi @Preston Gilmer , hope you are well and thanks for reaching out. Would love to go a bit deeper and better understand your use case, if you're open to a chat, please do feel free to book a meeting, or email me directly on dlinneweber@atlassian.com and we can find a suitable time Looking forward to chatting soon!

Hi @harry you can already add Assets object fields to CSM work items by associating the field with the relevant CSM screens in Jira admin. This will allow agents (and automation rules) to populate the field and link CSM work items to Assets objects. The additional change I mentioned above will allow end customers to view…

Hi both! Thank you for the questions. * Yes, the list of customers can be synced via IdP as this is a Service Collection wide directory of external accounts/users. * Our APIs do allow for ongoing updates, and we also have a suite of new bulk APIs that should be released by end of year to allow these operations at scale *…

Hi @Dwight Holman Great to hear you are interested in CSM! We'd love to chat to you and dive into your use case around supporting cohorts with different access restrictions. If you're open for a chat, please email me and we can coordinate a suitable time: dlinneweber@atlassian.com 

Hi @Siddique Afraaz N , we do have a workaround for this: You can check if a customer's Jira Service Management instance has the JSM Assets capability by using the Get JSM Asset workspace API. This API allows you to retrieve information about the JSM asset workspace. * Obtain the necessary scopes: Make sure that your app…

Hi @Mariano apologies to play hot potato, but I might suggest for you to please raise a support ticket so that our teams can assess your configurations and route to the best internal teams. https://support.atlassian.com/contact/#/ 

Hi @Paul Lambert1 , thank you for the valued feedback. We will ensure that in the future all subpages are updated, not just the parent page. Please note that in addition to community articles, and in-UI messaging, we also sent emails to all admins of impacted sites notifying and reminding of the gradual shutdown that is…

Hi Brant! We recommend you have a look at out keynote recording from Team24 that expands on the roadmap and areas of focus through 2024 and beyond (available here under ‘Driving better data quality and decisions with Assets Data Manager’). At a high level, scalability, performance and compliance are top of the list, as…

Hi all! Thanks for your comments. @Eduardo Oliveira Forge apps are already able to make calls using Assets REST API - please refer to our documentation for details: https://developer.atlassian.com/platform/forge/assets-import-app/This includes a list of scopes required for…

Hi all, Thanks for your continued interest! Please follow https://jira.atlassian.com/browse/JSDCLOUD-11482 to receive any updates on future iterations of this feature (API-Token based authentication + Oauth2.0). Thanks, Doro

@Kalin U to answer your questions further above: * Duplication of data* Data won't be duplicated as long as the identifier remains the same. It will be overwritten with any changed information. * Scheduling of URL import using automation* As @Gary Blower (Clearvision) mentioned, there is a way to do this using Automation.…