Uploaded image for project: 'Jira Service Management Server and Data Center'
  1. Jira Service Management Server and Data Center
  2. JSDSERVER-4867

Allow user groups to be added into Service Desk organization



    • 409
    • 17
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.


      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Problem Definition

      Currently, we can manage Service Desk customer list by adding user group into the Service Desk project's SERVICE DESK CUSTOMERS role.

      But to manage customers on the Organization level, we will need to add user one by one which is not an efficient way of maintaining the list when there is a huge change in the company's user management.

      Suggested Solution

      Allow Service Desk's Organization to accept user groups.

      Atlassian Update – 5 June 2023

      Hi everyone,

      We are excited to announce that Jira Service Management 5.9 has been shipped!
      This latest release includes the “Share requests with groups" feature, which introduces the capability to share requests with entire Jira groups. Empowering administrators to leverage the Jira's user management capabilities to effectively manage internal customer groups for JSM. This helps create a clearer customer management model to manage both internal and external customers and saves admins from having to rebuild members of Jira groups into Organisations to enable bulk sharing of requests.

      To learn more about the feature, visit the Using Jira groups to share requests guide.

      Divyanshi Vashist
      Jira Service Management Data Center

      Atlassian Update – 21 December 2022

      Hi everyone,

      Thank you for your engagement with this suggestion.

      We currently have 'Sharing requests with group' on the Jira Service Management Data Center public roadmap. Help-seekers will benefit from a more scalable service desk experience by being able to share requests with groups in the customer portal. This feature will also boost the usability of the existing portal features like voting.

      Please continue to follow this suggestion for further updates in the new year.

      Kind regards,

      Charlie Marriott

      Jira Service Management, Data Center & Server


        Issue Links



              dvashist Divyanshi
              mmuthusamy Moga
              274 Vote for this issue
              152 Start watching this issue



                Backbone Issue Sync