Importing Customers

Rick Ranck March 20, 2024

I am able to add customers to my Jira Project by manually adding them to the email list field. However, when I select import details, and select the radio button "import details and add customers to this project" the creation of the new customer fails with "the organizations or customers in the following rows don't exist on this site. Add the organizations or customers and import these rows again." 

I'm following the format and importing as instructed, but it just doesn't seem to want to work. I can add details to existing customers but it will not create any new.

Any help or direction here would be awesome!

Thanks in advance!



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Stephen Wright _Elabor8_
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March 23, 2024

Hi @Rick Ranck 

I assume you're following these instructions?

If yes, this can add details to existing customers, but not import new ones:

You can import your customers' details from a CSV file. This will import values into fields that already exist but it will not add new fields or import new customers or organizations.


There is a feature request for importing new customers, check out JSDCLOUD-1829 

There are also workarounds listed on this suggestion:


  • New Customers can be created manually
    • Use the Invite Customers Link and specify each Email Address for New Customers (space delimited for multiple addresses; eg etc)
  • Each Customer can self-register to access the Service Desk (if configured for self sign-up)
  • Create a customer via REST API


Rick Ranck March 27, 2024

I was, and I thought it may have just been a glitch in their documentation as there is a radio button that says import details and add customers. It seems like they should adjust that to avoid the confusion. 


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