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How to create customer groups

Maybe i've completely missed something but I really need to have this sorted and I seem not to be able to find the answer. 

I need to be able to group the service desk customers in various groups. i.e. per department within the company, per partners/clients/suppliers. I seem to read various articles where it is mentioned that it is possible to create groups for customers but all I see when I attempt is that groups are not available for customers.

Any help on this would be highly appreciated. I must say I thought this is highly important for our continous use of SD.


3 answers

Hi David,

It really depends on which User Directory you are using and what you want to accomplish with the groups.

By using the user pages (https//<YOUR CLOUD URL>/admin/users), you can create your groups and add the customers manually. Just make sure you don't put your customers in the jira-users group so they don't count towards your license limit.

In the Roles configuration pages of your JIRA project that you use for your Service Desk, you can include the groups of users that you want to be put in the customer role.

Kind regards,


Hi David,

If you have a look at this

"they cannot be granted access to applications or added to groups."

In addition, the only option to add JSD customers to groups with the project role.

Hope this help.

NgaLai [Atlassian]

HI Nga, thanks for your response. however both links are broken. could you review and correct them, or what might have happened?

hi David, I have changed the links, hope it works now.

@Nga LaiLinks broken again.

@David Malmstrom 

I was trying to achieve the same thing today. Link

In JSM, click on Clients. Upper right hand corner, add organisation. When you click, it's empty. When you start typing, you get to create the org. If you add someone, I believe it will send them an invite (even if they are aleady members of your clients).

Seems like an incomplete/missing feature to me.




Go to project settings, notifications and disable customer invited.

This will prevent the email being sent out when they are added to an org (which happens fairly often, especially in our case where we are transitioning our customers over to JSM).

We don't have any issues with the invite not being sent, either, as the customer will still receive JSM notifications via email, which will contain a link to View Request. From there, they will be prompted to create a log-in.

Building on what @Nga Lai  has said - In a nutshell, Customers and Users are different. Groups are only for users. Users count towards license caps. Users have access to JSM back end and the rest.
Customers do not count towards cap. Customers are those who are only creating a log-in to a public facing JSM portal, with the log in allowing them the ability to track tickets under a username. That's about it.

Hi @Tom Moors [ACA IT] 

This sounds so easy but this is what makes me confused and frustrated. 

I created a new group, but when I want to add service desk customers to the group (Add user(s) to group) they do not show up and cannot be added. only JIRA users are in the list. Am I doing some thing wrong? I cannot see that I can make any settings on the groups I create either.

Thanks for your help!  

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