Linked assets aren’t shown to the customer on their request
Let customers confirm the exact device or service their request is about.
Agents link assets, but customers never see them. Here is how to show the linked asset in the portal.
The symptom
A request is tied to a specific laptop, licence or service, but the customer can’t see any of it in the portal and can’t confirm the right item is involved.
Why Jira Service Management behaves this way
Asset and configuration-item links are rendered only in the agent view; the portal request view has no component for displaying them.
The manual workaround — and why it falls short
Agents type the asset name into a comment so the customer can read it, which is manual, inconsistent and quickly out of date.
How Patcher fixes it
Patcher surfaces the linked asset on the customer’s request view, so the customer confirms the right item and agents waste less time clarifying.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Customer-visible assets in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.