How to manage customers on AssetIT?

AssetIT doesn't manage customers directly — it syncs with the customer list in your Jira Service Management (JSM) service space. Any customer you add or remove in JSM is automatically reflected in AssetIT.

This means:

Customers appear under the External Customers filter on the People page.
Customers become available as checkout targets when assigning assets — as long as the setting below is enabled.

Prerequisite

Before you can check out assets or make reservations for JSM customers, a Jira admin must enable this feature:

In AssetIT, go to ⚙️ Settings > General Settings.
Turn on Enable asset checkout & reservations for JSM customers.

If this setting is disabled, user search during checkout will only return internal Jira users — JSM customers won't appear.

Add a Customer

Both admins and agents (if permitted) can add customers to a service space. To add a customer:

From your JSM service space, select Customers.
On the Customers tab, select Add customers.
Enter the customer's email address or username. To add multiple customers at once, separate each entry with a comma.

Once added, the customer will receive an email invitation to set up their account and access the help center.

Learn more

Remove a Customer

You must be a project administrator to remove customers.

To remove a customer from a service space:

From your JSM service space, select Space settings > Access > People and access.
Find the customer by searching for their name, or filter by Service Desk Customers under the Roles dropdown.
Select Remove next to the customer.

Learn more

Need assistance? Please reach out to us at our Support Desk.