Limits for Customers and Organizations? Any experience out there?

[Jeremias Renner]

We have a use case where we want to import our Customers and their Organizations from an external Data Source (CRM) to Jira Service Management or now Customer Service Management / Service Collection.

In our database we have about 500.000 objects that would be imported as "organizations" if we'd decide to import them all. I found in the docs no hard limits to their number.

I wonder is there anyone out there with a real use case and some experience with high numbers of customers and / or organizations? If so, please share your experience regarding practicality or things like performance of the import APIs, performance in-app when Searching the Organizations list etc.

I have already tested with a few hundred organizations (<2.000) and already noticed that the overview menu ( /organizations ) slows down a bit. So I am quite anxious as to what will happen with more than 100 times this number.

Glad for any insights!

[Aakansha Pandey- codefortynine]

Hello @Jeremias Renner  ,

I hope you are doing well.
If you have the possibility to connect your CRM as a datasource, you can use our App External Data for Jira Fields to integrate it with Jira. This allows you to fetch and display organizations as selectable field values within Jira.
With this approach, you can:
-- Keep all customers and organizations in your external CRM instead of storing them in Jira
-- Retrieve and display relevant data directly in Jira fields as needed
-- Allow users to search and select organizations from the external datasource
-- Work with a subset of data in Jira rather than importing everything
-- Configure dependencies between fields if required

This helps keep Jira performant and scalable while still giving you access to your full external dataset when needed.
We hope this helps. If you have any questions, please feel free to get in touch with us.

Best Regards,
Aakansha

[Arkadiusz Wroblewski]

Hello @Jeremias Renner 

I do not think you will find a clearly documented hard limit for customers or organizations that would really answer your use case.

But honestly, with numbers like 500k, I would be very careful. Even if there is no official hard stop, that does not automatically mean it is a good idea from a performance and usability perspective. If you already notice that the organizations view gets slower with just a few thousand entries, I would treat that as the more relevant signal than any theoretical platform limit.

So from my perspective, the real question is less “is it allowed” and more “will this still behave well in daily operation”. And there I would definitely have doubts about using JSM organizations as a 1:1 mirror of a huge CRM dataset.

If the goal is mainly to have account context available in JSM, I would probably keep the CRM as source of truth and only sync the subset that really needs to exist in JSM operationally. Importing everything just because it exists in the CRM would feel risky to me.

[Jeremias Renner]

thanks for your advice @Arkadiusz Wroblewski ! Appreciate it.

As an alternative, I am currently thinking about some kind of "real time" contact via an API at the CRM that draws in organization information whenever they **first** have a ticket. Maybe using jira automation to trigger it.

So the idea to create a redundant copy / mirror definitely isn't the only one, but I would still be interested in some real world experience with larger numbers of customers and organizations in JSM cloud.

[Arkadiusz Wroblewski]

@Jeremias Renner 

Have you Consider using Assets and Assets Custom Fields as CRM ?

In my case i using Assets for CRM use case.

[Jeremias Renner]

Would certainly be more powerful than mere customers / organizations. Currently I don't see us investing in premium though, so for the moment this is out of reach for me.

How many records do you have in your Assets-CRM @Arkadiusz Wroblewski ?

[Arkadiusz Wroblewski]

@Jeremias Renner 

A couple of thousand, but I just checked the pricing for additional objects beyond the standard allowance, and I wouldn’t advise going that route. Mathematically, it’s too expensive.