Create JSM Customer when Atlas CRM Sales Status changes to Won

[Monika Rani]

I want to automatically create a Jira Service Management (JSM) customer when the Sales Status in Atlas CRM changes to “Won.”

I tried using Jira Automation, but the Atlas CRM app does not expose any field or trigger that allows me to add a condition like:

When Sales Status changes to Won

Because of this limitation, I couldn’t proceed with automation.

As an alternative, I tried building a Forge app.
Using the app, I was able to successfully create a JSM Organization when the Sales Status changes to Won. However, I am not able to create a new JSM customer ( I can link perfectly if customer is already in jsm).

I’m facing an issue where the JSM API does not allow customer creation, and it seems that customers must be manually invited to the JSM instance.

So I have two questions:

1. Is it true that JSM customers cannot directly create a JSM customer via REST API unless the user already exists as an Atlassian account  and must be invited manually?

2. Has anyone implemented a workaround or solution to automatically create or invite JSM customers when a deal is marked as Won in Atlas CRM?

Any guidance or suggestions would be really helpful.
Thanks in advance!

[Marc -Devoteam- · Accepted solution]

Hi @Monika Rani 

You would first need to create the customer via the API endpoint

Then you would need to add this new customer to an existing organization, https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-organization/#api-rest-servicedeskapi-organization-organizationid-user-post 

[Monika Rani]

@Marc -Devoteam-  yes, I need to create customer via API endpoint and I can do this perfectly but I want to do this after changing the sales status to "won" in Atlas CRM.  I am using forge here.

[Marc -Devoteam-]

Hi @Monika Rani 

Atlas CRM is a 3rd party integration, if that app has no API options, there is nothing the Jira API can do with this.

[Anton Storozhuk _Mria Labs_]

Hi @Monika Rani ,

From your description, the goal seems to be ensuring that when a deal is marked as Won, support can reliably recognize the requester as an active customer and see the business context, rather than just creating a JSM customer record.

In Mria CRM, this works as a clear flow:

1. A deal is marked Won → the linked Contact and Company become Active in the CRM.
2. A JSM request is raised → the Mria CRM panel checks the requester’s email and company domain.
3. If a match is found → the agent sees a possible Contact and Company match.
4. The agent links the match to the ticket (or ignores it).
5. Once linked → the ticket shows the Contact and Company with Active status, so support immediately knows this is an existing customer.
6. If needed → the agent can open the full Contact or Company view to see the related deal, owner, amount, linked Jira work, and other context.

This avoids relying on JSM customer creation and invitation APIs, while still giving support teams clear customer visibility inside Jira.

Based on what you described, Mria CRM might be a good fit for this sales-to-support handover scenario.

Hope this perspective helps.

[Marc -Devoteam-]

Hi @Anton Storozhuk _Mria Labs_ 

On promoting a 3rd party app, please state in your username, then name of the app vendor, if you are part of that vendor (see community policy and guidelines)

Otherwise, list this app as a suggestion, as a replacement for Atlas CRM.

[Oleksii Melnyk _MOY Apps_]

Hi @Monika Rani 

In Jira Service Management Cloud you can create a customer directly via REST:

• POST Create customer 

• It adds a customer to the JSM instance using email + displayName. 

This endpoint requires Jira Administrator (global permission).
Having the right OAuth/Forge scope is not enough by itself; the caller must still effectively have admin permission.

[Monika Rani]

Hi @Oleksii Melnyk _MOY Apps_ 

Yes, I have admin permissions but I want to do this after changing the sales status to "won" in Atlas CRM.