Custom properties for JSM Services

[Aleksei Abdulin]

Hello everyone!

I'm testing JSM in the cloud and trying to understand if I can add custom properties to JSM "Services" or "Assets". I created a new advanced service management project and it has the service directory. However, the fields in a service object are not enough by default. For example, there are no version or lifecycle fields. I tried to add custom fields to the project but I couldn't assign them to the Service objects, only to Issues. I tried also to search for the answer to no avail. Could someone suggest a KB article?

[Aleksei Abdulin]

@Daniel Ajenjo, thank you for your reply. Unfortunately, it looks a bit general to me and It doesn't answer the question of how to add custom fields to services in JSM. Do you have specific instructions by chance?

[Daniel Ajenjo]

Hi @Aleksei Abdulin  

The logic behind Jira Service Management (JSM) and the Assets module is based on maintaining an inventory of assets or services while also managing ITSM services. This setup allows linking an incident or request to a specific asset or service.

For example:

• If you have a server listed in your asset inventory and an issue arises, the user can open a ticket in JSM and link it to the corresponding asset.
• If a user needs to increase server resources, a request can be generated that remains linked to the asset.
• This connection ensures traceability between the ITSM help desk and the asset inventory.

How to Manage Custom Information

You can achieve this by:

1. Adding custom fields to JSM tickets to capture additional information.
2. Using custom fields of type Assets in JSM tickets, allowing you to link tickets with specific assets.
3. Defining custom attributes in Assets objects (such as version, lifecycle, owner, etc.).
4. Configuring automation rules to sync values between issues and assets, keeping data up to date. 

Available Alternatives

1. Managing Additional Information in Assets
   1. If you need custom attributes like version, lifecycle, etc., the best option is to define services as objects in Assets.
   2. These objects can then be linked to tickets and updated as needed.
2. Using Custom Fields in JSM Tickets
   1. Since “Services” do not allow new fields, you can add custom fields to issues to capture relevant information.ç
3. Syncing Data with Automation + Assets
   1. You can automate the update of service attributes in Assets whenever related ticket changes occur.

 Here is an Atlassian article about Assets in JSM that can help you set this up:

🔗 Assets guide to ITAM (IT Asset Management) 

Hope this helps! If it was useful, please mark it as accepted. 😊