Issue Summary

The Customer Service Management feature provides great functionality and allows users to manage and use context information about their customers. This information can also be used in SLAs and JQL queries, but it is not available for Automation yet.

It would be advantageous to bring this functionality.

Workaround

It is possible to rely on API calls to get and set Customer details fields. This strategy is covered in this KB: How to use JSM Customer's Organization information in Automation rules