Jul 20 • JSM
Jira Service Management Assets: The Complete Setup Guide (Honest Review)
After implementing JSM Assets for enterprise clients like BBC and Vodafone, I'm sharing the unfiltered truth about this CMDB tool - including why I have mixed feelings about it.
JSM Assets lets you build a Configuration Management Database directly in Jira Service Management. Instead of agents typing "Dell Inspiron 15" into tickets, they select from your asset database. When someone reports a laptop issue, the ticket automatically links to that specific asset record, creating a complete audit trail.
Getting Started: You need a Premium license - no way around this. The good news? I recently got a 60-day trial instead of the usual 30 days. Worth requesting to properly test the tool.
The Brutal Truth About Limitations: Here's what Atlassian doesn't highlight. You cannot connect to AWS, Azure, or Microsoft Intune. If you need cloud infrastructure discovery, this won't work. The reporting is awful - slow, unreliable, and often returns no data even when assets exist. I've tested extensively and it's consistently disappointing. Also, you can't edit field names in the default templates.
Want "Lease Details" instead of "Lease Contract"? You'll need to delete and recreate fields or start from scratch.
Setup Process: Navigate to Assets from your JSM menu after activating Premium. You'll see three templates: IT Assets Management (comprehensive hardware/software setup), HR Assets (employee equipment), and Custom Schema (blank template). I recommend testing with IT Assets Management but using a blank schema for production to avoid field restrictions.
The template gives you a solid hierarchy: Hardware → Computers → Laptops → Specific Models. Adding objects is simple - click the plus button, name your object, select an icon, and choose the parent category. You can configure unlimited custom attributes like purchase date, warranty expiration, cost center, and vendor details.
Integration Magic: The real power comes from connecting assets to JSM request types. This needs two steps: create custom fields using AQL (Assets Query Language) to populate dropdowns from your asset database, then add these fields to your request forms.
Here's a real example from a client implementation: HR fills out a new joiner form selecting Dell Inspiron 15 (from assets dropdown), Microsoft Office and Norton Antivirus (from software assets), and iPhone 14 Pro (from mobile devices). The ticket shows these as linked assets, not free text. When IT completes setup, they update asset records with assignment details. Later laptop issues immediately show the complete hardware and software profile.
Performance Issues: Be warned - asset linking sometimes takes several minutes to appear. During US afternoon hours, I've experienced significant delays in Atlassian's infrastructure. The core functionality works well once configured, but expect some frustration with speed.
Who Should Use This: JSM Assets works for organizations managing primarily on-premise environments, needing simple asset tracking with tight service desk integration, and accepting limited reporting for ease of use. Avoid it if you need cloud infrastructure integration, sophisticated reporting, or complex asset relationships.
Implementation Timeline: Based on client work, expect Day 1-2 for schema design, Day 3-4 for data import and form integration, Day 5 for testing and training, then ongoing refinement. Start small with just laptops and mobile devices before expanding.
Bottom Line: JSM Assets delivers value for straightforward needs despite limitations. I've seen clients go from zero to 1,000+ asset records within weeks. The JSM integration creates workflows impossible with standalone CMDB tools. But set realistic expectations - this isn't ServiceNow. It's functional asset management that works well within Atlassian's ecosystem but has clear boundaries.
If you're using JSM and need basic asset tracking with excellent service desk integration, it's worth considering. Just don't expect enterprise CMDB sophistication, and plan around the cloud integration limitations. Start that trial, build a proof of concept with the IT Assets template, and see if the benefits outweigh the limitations for your specific needs.
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Jira Service Management Assets: The Complete Setup Guide (Honest Review)
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