Managing customers and organizations on Jira Service Management just got easier!

[#1]

We’ve been working hard behind the scenes to enhance the way Jira Service Management (JSM) admins manage large numbers of customers and organizations.

Efficiently handling customer permissions for request sharing and project access is crucial for running a streamlined service desk - we’re introducing features to make this easier for all service desks regardless of size.

We’ll be rolling out these features to all sites progressively starting now (April 2024).

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What’s new?

1. A single page to manage all organizations on a site

We've introduced a single central page for viewing and managing all organizations on your Jira Service Management site. Previously, administrators had to navigate to individual projects to add and manage organizations.

Managing organizations within a project was not ideal. Whilst it may have worked for smaller service desks, we recognized the need to consolidate all organizations on a site. This is particularly useful for larger service desks.

This new page empowers admins to:

• View and audit a comprehensive list of organizations on a site
• Safely create and manage organizations outside of any project context
• Effectively manage customers within organizations outside of any project context

2. Automatically assign new customers to organizations

We have introduced a new feature that automatically assigns customers to organizations based on their email domains.

Previously, managing which customers are added to organizations required manual intervention by admins and agents.

With this feature, admins can now set up rules based on email domains for each organization. This automatically adds new customers to organizations when their accounts are created.

Note: this feature won’t add existing customers - admins will need to add existing customers once off.

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Here's a quick recap on "customers" and "organizations".

What are customers?

Customers are people who request help from your service project. Jira Service Management converts the requests that customers make into issues for your agents to work on.

Learn more about customers here.

What are organizations?

Organizations are groups of customers that can be used in multiple service projects. When you add an organization to a project, its members can raise requests in the project and share them within the organization.

Learn more about organizations here.

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Leave us a comment with any questions or feedback - we’d love to hear from you on how these features have helped you manage customers and organizations.

[John Funk]

Fantastic news!!

[Avin Singhal]

We were waiting for this feature , Excellent its out now

[Jacques]

So, does this mean that project admins can no longer manage organizations? I'm saying this, because the organizations' screen capture above seems to be within the Jira administration section, to which project admins don't have access... 

Thanks for clearing this up. :)

[Ash Young]

Hi @Jacques 

Organizations are still accessible from projects on the "Customers" page. Project admins and Agents (depending on your settings) can use this new feature from this page.

[Jacques]

Thanks, @Ash Young ! That is great! I know they can do this from the project, but wasn't sure that with this new feature this might have disappeared. Thanks for the update! :)

[Matthew Kirrane]

Sounds good. When will the rollout of the "Manage email domains" feature be completed? I don't think I can see it yet.

[Ntamen kamogne harry Michel]

AMAZING!!!! GO ATLASSIAN GO🔥🔥🔥🔥

[David Berclaz]

Great news!! I've been waiting for this!!

[Rebekka Heilmann _viadee_]

Does the 2. feature also work for Accounts that were synched though internal IDP (Atlassian Accounts with Customer permission on the claimed domain) and show as "private email adress" in JSM?

[Adam Kassoff]

@Ash Young Will this work for customer accounts that are using SSO and JIT Provisioning?

[Ash Young]

Hi @Rebekka Heilmann _viadee_ 

The email domain feature will work for Atlassian accounts with the "Customer" role.

We will continue to respect Atlassian account privacy settings and display "private email address" in JSM.

[Ash Young]

Hi @Adam Kassoff 

Yes, SSO JIT Provisioning will create an account (Portal-only account or Atlassian account, based on your settings).

When an account is created, the email domain rule will check if the account needs to be added to the organization(s).

[Gareth Jones]

Been playing with this today and it's great to have the feature. Thanks to the team for getting this enhancement rolled out.

[Adam Kassoff]

Since this feature won’t add existing customers is there a way to bulk upload existing customers across multiple organizations in the GUI or through api?

[Gareth Jones]

Perhaps not an ideal solution Adam, but you can do an export of all customers in the admin portal: https://confluence.atlassian.com/servicedeskcloud/blog/2017/07/export-a-list-of-your-customers

You could then filter customers via the email domain in Excel. 

Once done, you can copy and paste a group of email addresses and add them in to the 'Add customer' field in 'Project > Customers > "Organisation Name" > Add Customer.

It should automatically put a comma and space between each email address. For example: customer1@domain.com, customer2@domain.com, customer3@domain.com.

This will add those emails to that organisation, without sending a new invite email.

[Ash Young]

Hi @Adam Kassoff

You're also able to create customers and add customers to organizations via API.

Read more about creating customers via API here

Read more about adding customers/users to an organization via API here

[Joshua Buison]

It seems that we dont have this yet on our instance. can anyone confirm if this is still being rolled out or we just need to enable this somewhere?

[Rebekka Heilmann _viadee_]

@Joshua Buison  This is the Rollout Plan when I check on admin.atlassian for my Orgs.
So I guess it's coming in the next 4 weeks latest

[Yatish Madhav]

This is superb! Thanks for this ... I see this in my Jira instance! 

I will soon start making use of it! Thank you, Atlassian! And to the commentators for their input here, it's insightful too!

[P.D. Foerster]

Great stuff! Thank you for bringing the JSM organisation overview.
I agree that there should be bulk actions for adding or removing customers to organisations!

[Henri Volk _amily_]

Will it be possible to map different domains to one organisation?

- E.g. acme.com uses fubar.com as a IT service provider. Both need access to the same issues queue (SLA, etc.) and of course no access to issues from another org

And:

- can we block individual addresses from one domain? (e.g. if employees from acme.com are leaving the company, they still can access JSM)?

[Simon Sahli]

Great update @Ash Young , we were actually considering to use some kind of scripting solution for this use-case, since it is hard to keep the right customers in the right organization if it has to be done manual. 
Now we just have to configure the domain once for all our organizations and it should work fine without any scripts.
Thanks!

And perhaps an obvious answer, but does the domain has to be typed with the @ or not?
So is it @test.com or just test.com for this example?

[Syed Gillani]

Hi @Ash Young 
I added a domain (let's say xyz.com) to an Organization. 
However when the users from that domain sign up they don't end up within their organization. 
I can see the users under Customers but have to manually add them to the organization by their email (after they've signed up). 
Not sure if I've done anything incorrectly? 

[Ash Young]

Hi @Henri Volk _amily_ 

You can add up to 10 email domains per organizations. You'll be able to add "acme.com" and "fubar.com" to the same organization.

We don't have a "blocklist" feature at this time. You'll need to explicitly remove users from an organization, or deactivate their accounts if they should no longer have access to your site.

[Ash Young]

Hi @Simon Sahli 

You won't need to use "@", you can simply use "test.com".

Please note that "test.com" and "test.com.au" are separate domains and will need to be added separately.