Can I add custom attributes to user profiles in Jira Service Management (Cloud, Premium)?

[田中優貴]

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Title:

Can I add custom attributes to user profiles in Jira Service Management (Cloud, Premium)?

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Body:

We are using Jira Service Management Cloud (Premium) and managing users via the User Management section (not Customer Management).

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 Questions

1. Custom user attributes:

   • Is it possible to create custom attributes (e.g., department, employee ID, job title) directly in JSM user profiles on the admin side?
   • If not, what default attributes are available?

2. Customer user vs Portal-only user:

   • What is the difference between Customer users and Portal-only users?
     • Customer users: According to Atlassian documentation, customer service management adds a unique profile page for each customer, and admins can create custom detail fields.
       What is customer service management?
     • Portal-only users: Customers with portal-only accounts have limited access to Jira Service Management features; they can only access portals, raise requests, and view knowledge base articles. Atlassian does not count these customers toward your subscription.
       Manage accounts for portal-only customers

3. Use cases:

   • We aim to track department, employee ID, and position for each user.

4. Integration patterns:

   • SCIM / IdP provisioning:
     • Can custom attributes be mapped via SCIM from an identity provider (e.g., Azure AD, Okta) using Atlassian Access / Directory Provisioning?
     • Can portal-only customers also be provisioned via SCIM/SAML?
       Provision portal-only customers with an identity provider
   • CSV import:
     • Is it possible to import users or customers via CSV, including custom details like department, employee ID, etc.?
     • What are the limitations (e.g., adding to existing fields vs creating new custom fields)?
     • Are there best practices for structuring CSV imports with such attributes?

[Marc -Devoteam-]

Hi @田中優貴 

An other suggestion is to start use Assets, here you can import users and details an use custom assets fields in the system to store and show information information.

asset-and-configuration-management, how-it-works 

fee app for entra integration, https://marketplace.atlassian.com/apps/1232506/jsm-assets-microsoft-entra-id-azure-ad-beta-integration?hosting=cloud&tab=overview 

And even go further using Data Manager

All in relation with Assets

[Danut M _StonikByte_]

Hi @田中優貴,

1. Yes, it is possible to add custom attributes such as department, employee ID, and position for each user portal-only user. But the management of these attributes  will be performed in Customers tab of the JSM project(s), not in User management.

See https://support.atlassian.com/jira-service-management-cloud/docs/manage-customer-detail-fields/

2. I see no difference in this context. In day-to-day use, most service desk customers are portal-only users, even if people casually call them “customers”.  A “customer user” could also have Jira product access if separately licensed (e.g., Jira Software user), whereas a portal-only user never does.

4. It does not seem to be a way to synchronize these attributes with external directories or to bulk import/download them. 

Another possibility is to search for a plugin (app) on Atlassian Marketplace.  

In case you want to try a plugin, our Project Team app allows adding additional attributes such as department, employee ID, and position.

This plugin does not extend the Jira user profile itself, but creates an advanced user profile page where these attributes can be visualized and edited. 

Hope this helps.

Danut