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Is there an API to manage customer details in Jira Service Management?

Daniel Boydston March 20, 2024

We have an external CRM which contains all our customer information.  I would like to integrate our CRM with Jira Service Management so that we can assign Jira issues to our existing customers, being able to view a limited amount of customer data from the CRM when viewing a Jira issue.

In Jira Service Management, I'm able to define additional fields on a customer. Screenshot 2024-03-20 195158.jpg

However, my customer list is thousands long and it's not practical to manually enter all this data or to manually maintain synchronization between systems.  There is a CSV import option, but this is manual and I'm looking for a fully automated way to keep information up-to-date in Jira from my main CRM.

I have searched and searched for an API that would allow me to update or retrieve these fields and I have not found any.  The only customer related API I found was to create a new customer ( and to list customers that are part of a service desk (

Is there an unpublished API endpoint that will allow me to work with this data?  If I can't find one, I'll have to resort to writing my own Jira app for this, which seems pretty extreme.  I would store the customer data as a property on the customer entity (which I can work with via the API) and have an app that displays that data as a side panel when viewing an issue. The built-in customer functionality seems quite under-developed, particularly on the API end.

I did search for existing apps and there may be one I could use for my purposes, but it was designed to solve a different issue. 

Perhaps this has been solved and I have just been unable to locate the solution.  Any suggestions?


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Mark Higgins
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March 20, 2024

Hi @Daniel Boydston 

Not directly (as far as I know), however you could load your customers into Assets, in a People type schema, and then create custom fields to retrieve that information.

Appreciate, its not as simple, as retrieving the information from the source, and if you do not have assets, then this solution doesn't work.

If you do, then you can load the customers into Assets, and then obtain their Atlassian ID's from Atlassian and update the assets.

You;d then need to automate the load, etc, as new customers come and go.



Daniel Boydston March 20, 2024

Unfortunately, I'm not using assets at this time.  Interesting idea, though.

David Bakkers
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March 28, 2024

Hello @Daniel Boydston 

If you search the JSM Cloud feature requests for 'REST Customer', you'll find all the existing requests, such as JSDCLOUD-4609, for adding REST API endpoints to manage customers.

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