I have read this fairly limited article and can find no other more detailed articles - https://confluence.atlassian.com/display/CONFEVAL/JIRA+Service+Desk%3A+Bulk+Add+Customers and it suggests that a bulk add of Customers is possible via the UI by pasting in a CSV file. I say seems to, because of this brief comment "Alternatively, you can invite customers in bulk, adding multiple emails at once when inviting. You can copy/paste from a .csv, as they should parse into the invite window." Key word there is "should". Using the UI to do a .CSV file import just seems like a kludge, is there really no import from file option? That article does not meet my goals, which are: * Bulk create create a new Organizations, along with the associated Customers (what I'd call contacts). This would be a One to Many relationship. One Organization with Multiple Customers, and allow me to have a long list of Organizations. * It also seems that this will immediately invite each Customer to the portal. Is that true? What is needed is that they are all created with NO emails being sent. This would allow us to review them prior to the invite email being sent out. Secondly it would allow us to invite a subset of the imported Customers on a phased roll out approach. Hopefully, someone will point me to how to do both of these (#1 being the most important). Many thanks in advance! Michael

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How to Bulk add Organizations and Customers in Service Desk Cloud?

Michael Dennis1

I have read this fairly limited article and can find no other more detailed articles - https://confluence.atlassian.com/display/CONFEVAL/JIRA+Service+Desk%3A+Bulk+Add+Customers and it suggests that a bulk add of Customers is possible via the UI by pasting in a CSV file. I say seems to, because of this brief comment "Alternatively, you can invite customers in bulk, adding multiple emails at once when inviting. You can copy/paste from a .csv, as they should parse into the invite window." Key word there is "should".

Using the UI to do a .CSV file import just seems like a kludge, is there really no import from file option?

That article does not meet my goals, which are:

Bulk create create a new Organizations, along with the associated Customers (what I'd call contacts). This would be a One to Many relationship. One Organization with Multiple Customers, and allow me to have a long list of Organizations.
It also seems that this will immediately invite each Customer to the portal. Is that true? What is needed is that they are all created with NO emails being sent. This would allow us to review them prior to the invite email being sent out. Secondly it would allow us to invite a subset of the imported Customers on a phased roll out approach.

Hopefully, someone will point me to how to do both of these (#1 being the most important).

Many thanks in advance!

Michael

Accepted answers

Jack Brickey

Michael,

if you have all of the customer's emails in a spreadsheet simply select them all, copy and paste into your "add customer" pop up. you can do the same to add customers into an Organization you created. At least it worked for me.

All comments

Jack Brickey

Michael,

Michael Dennis1

Let me make sure I understand what currently worked for you based on that. The Organizations need to be manually created? Once they exist, then the list of Customers can be imported via the UI?

Or is there a way in the xls (or CSV) to specify which Organization they belong to?

Did that immediately send them an invite email?

Jack Brickey

Yes, manually created. See if the following works.

If you have a spreadsheet that has all the customers listed AND if you have the organization, they belong to then do the following:

Manually add the organizations in JSD project via customer page>Add organizations. I expect there are not that many.
sort your spreadsheet by organization and copy all user in say Org-A
in JSD go to the customer page and click Add customers
in the pop up paste the customers and then choose which org they will go into.
repeat 3-4 for each Organization you have defined.

I believe invites are sent when you use "Add customers". I suggest you test adding a single customer to verify that if it is important.

Important: If you do not want email notifications to be sent to all users in an organization when a request is created then before doing the above disable this feature - Project> Project Settings> Customer Notifications> Organization added (edit and disable this)

Jack Brickey

BTW, if the customers already exist in the JSD project then you can add them to the organization in a similar copy&paste means. Just select the Organization in the customer list and then select Add customers on the organization page. What happens is that these customers are moved out of the generic customer list and 'into' the organization.

Aristedes Maniatis

I am in the same position and from my research it would appear this new feature of Organisations has been very poorly implemented:

Organisations are per service desk project. They do not carry across projects, so we would need to set up 2000 customers by hand separately for each of our three service desk projects.
There is no LDAP integration
There is no API
There is no CSV import
There is no integration to parts of JIRA outside ServiceDesk. Even the user profile page has no indicator for the organisation.

At this point, my opinion is that this new feature is worse than useless. Why worse? Because now plugin developers will shy away from offering functionality in this area, in case Atlassian step on their toes.

Larry Barker

Has the situation with this improved at all? We are migrating over and I'm gobsmacked that there is no way to import users linking them to their appropraite ORG and Full Name. As well as being able to turn off notifications/invites to the users after you add them.

There has to be a better way. As stated in the last reponse, there is no manner in which to import this essential data. Crazy.

Tiffany Owen

Does anyone know if there is a ticket open to request these features? LDAP integration is super important.

Susan Hauth _Jira Queen_

Found one JSDCLOUD-1829

Simon Merrick

Here's a script I wrote last night to bulk import ~400 customers from ~50 different organizations and put them into the right service desk / organizations.

It's a bit rough but it did the job and was much easier than doing every customer and organization by hand. Feel free to tweak / improve it.

https://gist.github.com/iokiwi/25f7b5525e8bb542dc44ac1fa02918ef

The script is based of these api docs which are current marked experimental but worked in the cloud just fine.

https://docs.atlassian.com/jira-servicedesk/REST/3.6.2/

https://developer.atlassian.com/cloud/jira/service-desk/rest/#about

Larry Barker

Thank you Simon!

I'll give this a shot. When you used the API to do all this do you know if their system still sent out notification emails to all the customers as they were added?

Larry Barker

Looking further I see that the docs stipulate that invites are not sent. This should work perfectly for me. Thanks again. Now if we could only set the customer language preference via the API I'd be golden

Cheers.

Thomas Kinateder

Hi,
i have an error with the script. I have no idea whot is going wrong!
Can everybody help me, have i the right ID ?

Thank you verry much
Thomas

\tools\python-script>python bulk_customer_import.py "http://xxx-xxjir01:8080" "user" "password" bulk_import.txt BBK3-JPK0-0HL3-WXTG
2018-03-07 15:29:31,749 - INFO - Initializing session
2018-03-07 15:29:33,122 - ERROR - {"errorMessage":"Die Registrierung ist derzeit nicht verfügbar.","i18nErrorMessage":{"i18nKey":"cv.signup.error.not.
allowed","parameters":[]}}
2018-03-07 15:29:34,511 - ERROR -
2018-03-07 15:29:35,041 - ERROR - {"errorMessage":"Die Registrierung ist derzeit nicht verfügbar.","i18nErrorMessage":{"i18nKey":"cv.signup.error.not.
allowed","parameters":[]}}
2018-03-07 15:29:36,242 - ERROR -
2018-03-07 15:29:36,242 - INFO - The following rows not processed

Simon Merrick

Hey Thomas,

"Die Registrierung ist derzeit nicht verfügbar." / "The registry is currently unavailable."

Haven't encountered this error before.

Are you on Server? Version?

This may be relevant, what do your Customer Permissions look like?

https://community.atlassian.com/t5/Jira-questions/Dont-allow-users-to-create-new-customer-account-but-enable-email/qaq-p/75878

This ticket in an issue tracker of a 3rd partly plugin provider was the only exact match for this error message I could find at a glance. Are you using this plugin?

https://jira.appcelerator.org/browse/AC-229

Simon Merrick

NGL - I did a poor job reading your comment.

You are clearly on server. I think your servicedesk_id argument (BBK3-JPK0-0HL3-WXTG) is the problem.

As per the usage docs at the top of the script, the servicedesk_id can be found by visiting your customer portal for the Jira Service Desk Project and looking for the number in the URL

For Example,

If your customer portal url is https://<base_url>/servicedesk/customer/portal/2

Then 2 is your servicedesk_id and you should use this to run the script

python bulk_customer_import.py "http://xxx-xxjir01:8080" "user" "password" bulk_import.txt 2

Viktor_kre7k4

Do we still have to manually add users without LDAP or API three years later?

Just wondering.

Jack Brickey

it has not changed. copy and paste in a CSV.

simonmerrick

It's possible via API + script. I wrote a script for this two years ago. https://github.com/iokiwi/jsd-bulk-customer-upload

I would be willing to help you use it.

Andrew Tran

@simonmerrick can you send your email so we can have this conversation?

Thanks,

Andrew

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