How to set automaticcally a project role for a new customer

[Marco Savarese]

Hi all,

I need to automatically set up a project role when a new customer signs up for a Jira service management project.

Currently, users who register for Jira Service Management are assigned the User role from the Jira Admin console and are automatically added to a group

I would like to massively import the users of this group into a specific project and assign them a specific role.

I wish I could do everything without using automations

[Aaron Geister]

@Marco Savarese 

So all customers by default will be in the role of service desk customer role and will not have any other option for a role if they are external and self sign up. If they are internal customers you can set groups and apply different roles to those users if you use IDP to provision users. I don't know away that you can automate adding another role but its just a few clicks. Again by default they should have the customer role.

If you needed them to have a role of developer and you created that role you could add that role to the group added to the service project. I would have to check but the only way to automate that would be possibly by API but not sure if roles are on that API list.

So to help clarify about roles and permissions. Agents can have roles as they are licensed users. So you can apply multiple roles for them based on your permission scheme.
Customers are not licensed users so they can only have the single role of customer. Internal customers although can have different roles if they are licensed to but that could bloat your JSM licenses.

The only other role in service projects that I can think of is the development role. This is used so Devs can see issues and work behind the scenes with you. They can't comment to customer or be assigned an issue but they can comment internally and follow or watch the issue.

[Joseph Chung Yin]

@Marco Savarese -

For your specific JSM project, you can just apply the group that your users are currently grouped into right now and assign the group in the project's "Service Desk Customers" role.

Unless the group contains too many customers where your JSM project is locked down.  If this was the case, it is better that the subset of the those users also be setup with other unique group in your env, then you can use the unique group to grant it with the "Service Desk Customers" role.

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Marco Savarese]

Currently in Jira I have this group with more than 500 users.

I inserted it into JSM in the "People" section but it doesn't load all the users and it doesn't apply the role I need to all those who belong to the group.

I need everyone to have a specific role to respect the "ticket security"

[Aaron Geister]

@Marco Savarese I believe it does load all the customers but there is a bug where it can only provide a view of so many. I knew this bug a while back and thought it was fixed.

The other way to fix this is to add an IDP group call jira-customer provision all users to that IDP group. Then take that group to product access where you see the jira-servicemanagement-customers and add it underneath for product access. Then add that group to the JSM project with customer role. That should do the same thing and fix the missing user bug.