Jira Image of the Day: Adding Existing JSM Customers to Projects and Organizations

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Concept Relates To

Application Type	Jira Service Management
Deployment Type	Jira Cloud

What is shown?

A customer account added to a support project in Jira Service Management.

Visit: Project > Customers
Visit: Project settings > Access > People and access

What can we learn?

In Jira Service Management, a “customer” is an unlicensed, internal or external user, who requests support from the customer portal. Adding new customers is easy and there are multiple ways to do it. One way is to manually invite customers using their email address. Click the “Add customers“ button at the top right of the Customers or People and access pages.

Adding Existing Customers

As the conformation message shows, new users will receive the initial “Customer invited” email. Existing users, who are already added to other support projects, will not receive a second welcome message.

Adding Existing Customers to Organizations

Today I was talking with a customer who had invited customers before creating organizations. We were looking for a way to associate an existing customer with a new organization but couldn’t find it. Why? The reason is because the process for adding new customers to an organization is the same as adding existing customers.

Visit: Project > Customers > [Organization name]
Visit: Project > Organizations > [Organization name]

In a JSM project, visit an individual organization’s page. On the top right, click the “Add customers” button. Then, enter the email address of the customer (even if they are already a JSM customer and already have access to the customer portal.)

Hope this helps!

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