Jira Help Desk Customers

Question

I am trying to use Jira Service Desk to create a ticket system for my digital learning team, which supports 500 or so teachers and staff. Often we get emails sent to us directly, and we need an easy way to log those as tickets and assign the correct customer.

It seems that the easiest way to log the ticket is to forward it to the Service Desk email channel. However, we still need to change the Reporter to the correct staff member.

How can I best populate the Customers field with the emails of our 500 teachers?

I have tried using the Google integration to add the accounts to Users, but I don't see how to get them over into the group of Customers.

Any help is would be greatly appreciated.

Petter Gonçalves · Answer

Hello Paul,

Thank you for your details.

When you say you are not being able to add G-Suite users to groups, are you talking about G-Suite Groups or Jira groups? Additionally, can you please provide us the screenshots of the steps you took to configure your G-suite?

In the meantime, I believe this documentation might have the details you are looking for:

* Once you've connected your site with G Suite, you'll select the user groups you want to sync from G Suite.
* Every 4 hours, we'll run a sync from G Suite to your site. The users in these groups will gain access to your site and the default products you've set up.
* You'll update your users' details, such as their name and email address, in G Suite. When we run our sync every 4 hours, we'll update your users on your site to reflect any updates you've made.

Let us know if this information helps.

Paul Swanson_rpyz9m · Answer

I was able to successfully import our users from our GSuite domain. I can see them on the Jira Admin panel under G Suite.

Also under the Admin panel I was able to create a Group called GSuite, but there are no people in it.

Under Jira Settings, System, Project Roles, I was able to give that group access to Service Desk Customers.

The problem right now is that I can't figure out how to get the GSuite users to appear in the group that I created. Does that make sense?

Petter Gonçalves · Answer

Hello Paul,

Thank you for clarifying your request.

The documentation below gives you some options on how you can bulk add customers to your Jira Service desk:

Jira Service Desk: Bulk Add Customers

Basically, you have the following options for Jira Cloud:

To bulk add customers from your Identity Provider (IdP):

Atlassian Access, our security and centralized administration software, allows you to integrate your Atlassian Cloud products with your identity provider, so you can provision users and groups in your Cloud products with ease.

If you use Google Apps, follow the instructions on Enable or disable G-Suite integration to integrate your Cloud site with G-Suite. The setup process will prompt you to choose which users and groups you would like to sync in your Atlassian Cloud products.

To manually bulk add customers:

Adding customers is done on the Project level. While logged into your Atlassian Cloud site, navigate to Projects > Project Name > Customers > Add Customers. You can add multiple emails at once when inviting. You can copy/paste from a .csv, as they should parse into the invite window. Just click Enter after you paste, and they all should parse into individual invites as long as they are delineated by a space or a comma (which they should already be if you copy from a .csv). This invite will send an email to the customers, asking them to complete their username and password creation to access the system.

Let us know if you have any questions.