NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

Hi all,

TLDR:

• Atlassian accounts should be grouped and managed with the "Teams" feature
  • Teams can now be synced with SCIM (EAP)
  • Teams should represent your internal helpseekers
• Portal-only accounts should be grouped and managed with the "Customer Organizations" feature
  • Customer Organizations can now be synced with SCIM (EAP
  • Customer Organizations should represent your external helpseekers

Atlassian has built "Managed Teams" to created a SCIM connection with IdP groups. Teams are the correct grouping mechanism for internal helpseekers and should be used to organise your helpseekers with Atlassian accounts

Atlassian has also built "JSM CA SCIM" to create a SCIM connection with IdP groups. These groups from the IdP are represented in JSM as "Customer Organizations" are the correct grouping mechanism for external helpseekers with Portal-only accounts.

We do not have plans to sync internal helpseekers into Customer Organizations at this point - internal helpseekers should be managed with "Teams"

Here are additional resources for how to decide if your helpseekers are internal or external

Thanks,

Ash

Hi all,

Thank you so much for your votes, comments, and patience. I want to provide you all an update that we are currently looking at this suggestion as part of our roadmap in the near future. 

We are currently in the process of designing this feature and would love to invite you to have a glimpse of our current designs and feedback about the overall experience. 

If you are interested in discussing more about this suggestion, please fill in the following form and I will get back to you as soon as possible. 

https://forms.gle/3bQrToBxE3d6siGQ7

Cheers,

Martin 

Hey all, 

This feature was mentioned in the recent Customer Management best practise article we published. https://community.atlassian.com/t5/Jira-Service-Management-articles/Choosing-the-right-approach-to-Customer-Management-in-Jira/ba-p/1970761

The rough timeline it presents is December 2022. Hopefully the article give you some context around what this feature is dependent upon.

Cheers, 

Ben.