How to Link Assets Selection to Specific Customers in Jira Service Management Customer Portal

[Marc-Antoine Thimm]

Hey everyone!

After some exploration, I found a way to link asset objects to a specific customer so that they can only see assets assigned to them in the portal form—natively, without extra workarounds!

Objective: When Customer A accesses the portal, they’ll only be able to select Product assets that are assigned to them.

Here's a step-by-step guide on how to set this up:

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Step 1: Invite the Customer to a Group

1. Head to https://admin.atlassian.com/.

2. Create a new group with the Customer role (or use the default jira-servicemanagement-customers-YOUR-PROJECT group).

3. Go to the Users tab, invite your customer, and assign them to the desired group.

Note: A user with only the Customer role doesn’t count as a paid user!

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Step 2: Add the Customer to Your Project (If Necessary)

If your JSM project is restricted, add the customer to the JSM project by their email under Project Settings > Customers.

⚠️ Important: Avoid adding the customer directly to your JSM project before step 1.

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Step 3: Configure Your Asset

1. Go to Assets and create a new asset object type, like "Products."

2. Add a user attribute to this object type (e.g., "Owner") and select the group jira-servicemanagement-customers-YOUR-PROJECT.

3. Create individual Product objects and assign each one to a specific customer as the owner.

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Step 4: Create a Custom Asset Object Field

1. Go to Custom Fields and create a new asset object field.

2. In Contexts and Default Value, set up these AQL filters:

   • Filter Scope (AQL): objectType = "Products"

   • Filter Issue Scope (AQL): objectType = "Products" AND "Owner" = ${reporter}

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Step 5: Add the Custom Field to a Request Type

Finally, add your custom field to the desired request type in your JSM project.

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And that’s it! 🎉 Now, when your customer submits a request, they’ll only be able to select from the Product assets specifically assigned to them.

Let me know if this helps or if you have any questions!

[Dirk Ronsmans]

@Marc-Antoine Thimm ,

Thanks for the detailed explanation! 

I wonder tho if you also considered this use case when the customer has a portal only account? In my experience you cannot use those in Assets to populate a User field unless that changed :)

[Marc-Antoine Thimm]

Hi @Dirk Ronsmans , you are correct ! If you don't want your customer to login with an atlassian account , it's not possible to assign them in groups and therefore not possible to select the owner in an asset object. 

However if your customer is willing to connect through atlassian login when he gets invited to your Customer group , you won't pay this user and also manage its accesses as you can still add his email (now related to an atlassian account) to your project. 

I'm really interested if you find possible actions to make customer login experience smoother. 

Best regards, 

[Dirk Ronsmans]

@Marc-Antoine Thimm ,

Sure! But you just need to watch out that if you invite the customer from the project itself it will be added as a portal only user which you cannot map to an Asset.

If you invite them from the regular users page with a Customer role then they have an Atlassian account. You don't really notice this in the way the account functions but it does make a difference in processes like these.