How can I import new customers and organizations into JSM without using API or code?

[Serkan Türkel]

Hi community,

I’m working on migrating a large set of customer and organization data into Jira Service Management (Cloud). I have the data ready in Excel/CSV format and I'm looking for a way to bulk import these records without using the API or any custom coding.

However, when I try using the CSV import feature in the Customers or Organizations section, I get the following error:

"The organizations or customers in the following rows don't exist on this site."

This makes me think that CSV import only allows updating existing records, and does not support creating new customers or organizations.

Can someone confirm:

• Is there a way to import new customer and organization records directly via CSV?

• If not, is there any easier or no-code solution for this?

• Any best practices for non-technical users to achieve this bulk import?

Any help or guidance would be greatly appreciated!

Thanks in advance.

[John Funk]

Hi @Serkan Türkel  - Welcome to the Atlassian Community!

If you go to the project and then Customers, you will get a box on the right side to Add a customer. You can put up to 50 email addresses at a time there separated by a comma. 

[Rilwan Ahmed]

Hi @Serkan Türkel ,

Welcome to the community!!

Go to your JSM project setting --> Customers. You can upload the csv file. Also you get the csv template for your reference.

https://<Domain>.atlassian.net/jira/servicedesk/projects/<PROJECTKEY>/customers.

To get started, create your fields in “Manage details”. Same can be done for Organizations also.

[Serkan Türkel]

Hi Rilwan,
Thank you very much for your answer. My customers and organizations section is a bit different than yours. I am using JSM Cloud version. Could you be using JSM on-prem?

Additionally, when I try to add customers and organizations in a similar way as you mentioned, I get the error message I mentioned above. In other words, the system does not allow me to add a customer or organization from scratch, but I can update the detail fields for the existing ones.

Regards,

Serkan