TL;DR: You all may want to just see this "My honest opinion" section first from a video from the Jimi Wikman Official channel on YouTube (link below). Keep in mind that things may have changed since he released this video back in October of 2025. Follow along with him from the beginning of his video if you decide to check it out to see if CSM has improved since then and reply with your thoughts. https://youtu.be/wZO4BjNW6m8?si=HGAbYzxe8PBDdkN6&t=2685 Atlassian Support summarizes Customer Service Management here: https://support.atlassian.com/customer-service-management/docs/about-customer-service-management/ They say, "It’s organized around three main areas: customer experiences, customers, and projects." CSM's "projects" is probably the reason why we call "projects" in Jira/JSM "spaces" now. Furthermore, Atlassian Support says at the link below, "If you’re currently using Jira Service Management for external support, you may want to move to Customer Service Management to take advantage of some of its more advanced features." https://support.atlassian.com/customer-service-management/docs/move-from-jira-service-management-to-customer-service-management/ Then it goes on to not give you enough details about those advanced features to really help you make that decision on whether you should use it or not. This is the full video from the Jimi Wikman Official channel on YouTube where he shows how "customer experiences" work and details how this is really for only your first tier of support to the customer. They also call "Request Types" "Forms" in his video. What?! https://www.youtube.com/watch?v=wZO4BjNW6m8

Let's rephrase that question: Has Altassian ever stolen your gas money for the week?

@Susan Waldrip Atlassian is actually moving customers in the other direction, from the individual products and to the collections. They actually moved me from JSM Standard to Service Collection standard, which includes Jira Service Management, Customer Service Management, Assets, and Rovo: https://www.atlassian.com/collections/service/pricing Assets is a separate app, however it still integrates with Jira Service Management, Jira, Confluence, and more.

Over the weekend, I already implemented and integrated Assets with my JSM instance. I maintain a request portal for my condo community and our community management company actually uses JSM on the backend to manage all of our Maintenance Requests, Action Items and Projects (like epics/large projects), Safety/security/violations concerns, general questions, facilities access and reservations, and leased unit tracking. Attached are a couple of screen captures. One shows our clubhouse as an asset, with its related work, where you can also filter out resolved issues with a toggle. The other capture shows the asset information embedded on a work item. Assets is a game changer for me.

Maybe this could work by configuring Assets? "Import your data into Assets" https://support.atlassian.com/assets/docs/import-your-data-into-assets/ I found the above, but then decided to ask Google Gemini your question too. This is what it said. The gurus here may be able to expand or eliminate these as options: "Yes, this is absolutely possible. Since you are looking to avoid direct database connections due to firewall restrictions, using a CSV as a middleman is a common and effective strategy. The Shared Data for Jira Fields app (by codefortynine) is specifically designed to handle this. You can host your CSV file in a cloud location that the app can reach via a URL, which bypasses the need for the app to 'touch' your internal Oracle systems directly. The Recommended Workflow Instead of a direct database connection, you can set up a 'push-pull' architecture: 1. Generate In-House: Run a scheduled script in your local environment that queries your Oracle/Data Warehouse and exports the required data (Email, Org Code, Dept) into a CSV file. 2. Upload to Cloud: Have that same script upload the CSV to a cloud storage service that provides a direct download link. 3. App Configuration: In the Shared Data for Jira Fields configuration, set the Data Source to 'URL.' Point it to your cloud-hosted CSV. 4. Field Mapping: Map the CSV columns to your Jira custom fields. You can set the app to refresh this data periodically (e.g., every hour or once a day) so your JSM tickets always show the most current customer info. Alternative: JSM 'Assets' (Standard/Premium Feature) If you have JSM Premium, you might not even need the third-party app. You can use the native Assets (formerly Insight) feature: - Import via CSV: Assets allows you to import CSV files from a URL on a schedule. - Object Mapping: Each row in your CSV becomes an 'Object' (e.g., a 'Customer Profile' object). - Ticket Integration: You can then use an 'Assets object' custom field on your JSM tickets. When an agent opens a ticket, Jira can automatically link the correct profile based on the reporter’s email, displaying their Dept and Org Code instantly.

I have not tested this, but this Marketplace App by Multiplier looks like what I would test out: https://marketplace.atlassian.com/apps/1224807/access-management-iga-for-jsm-okta-azure-ad-entra-sso