Thank you for reaching out to Atlassian Community!
On Jira Service Management, it’s possible to create Organizations, that are basically a group of customers.
After adding customers to Organizations, when a new ticket is created, if the reporter shares the ticket with the Org, they will receive one notification informing them that the ticket was shared, and then, for them to receive future notifications, they need to view the ticket in the customer portal and opt-in for future ones.
If you have any other questions regarding this matter, please let us know.
Thank you for the details, Patrícia.
In order to add customers to groups, it will be necessary to migrate their accounts to Atlassian account.
With that, they would be listed as users and not customers and then, you can add them to groups.
Before migrating them, it’s necessary to disable access to products, so once they are migrated, they won’t count as a licensed user.
Go to Cog icon > User management > Product access and disable the products. This won’t affect any existing users.
After that, click on Jira Service Management and migrate each customer to Atlassian account.
Then, it will be possible to add them to groups and add the group to the automation.
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