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Suggestion
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Resolution: Fixed
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129
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10
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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, including support for automation. 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.
Cheers,
Divyanshi Vashist
Jira Service Management Data Center
Problem Definition
As an Admin, I like the new Organizations feature in JIRA Service Desk. However, I have thousands of customers who already exist in my database. I have previously used Groups to manage customers, but adding them one by one to Organizations is time consuming.
Suggested Solution
Give Admins the ability to add customers to Organizations by Group. Bonus points: add the ability to specify Organizations based upon filter criteria and a bulk edit as described in FEEDBACK-67521.
Why this is important
This will empower teams by significantly reducing admin overhead.
Workaround
Create a .csv of users by querying the database directly, then copy/paste user names from that into the Add to Organization field.
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[JSDSERVER-5089] Bulk add existing customers to organizations
Will you also add this much needed functionality to the cloud based JSM? If yes, is there a timeline?
Hi all,
Thank you so much for your votes and comments. This suggestion is currently being looked at and we’d love to discuss more about ways to improve organisations and what groups would look like.
This can entail just chatting over email, or we can setup a 30-minute session to discuss this problem further and how it affects you.
If you are available to discuss more about this suggestion, please send me an email at umauersberg@atlassian.com
. Referencing the ticket and letting me know your company, its size, and how you use Jira Service Management.
We look forward to getting to understand this suggestion further and marking JSM easier and more enjoyable to use.
Thanks
Uli
Senior Product Designer (JSM)
I was surprised to find that this feature didn't already exist, and very much hoping it gets added. Not being able to bulk add existing customers to organizations assumes that all of your customers and organizations will be set up correctly when you're first setting up in your instance and that you'll never need to make any major changes.
It really feels like whoever is designing this stuff has never done IT support at any scale (no offense meant here but it that's the impression I have as I keep on finding super basic, core functionality on the wish-list). C'mon guys this is not just a huge pain in the butt but a recurring one. We need bulk add and default Organization for newly added Customers as well, this is a basic thing!
Please take a look at [Tinker for JSD|https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview]
Unleash your customer portal without any unnecessary barriers to entry. (Anonymous Access) by allowing your customer to access without log in and also takes care of spam by securing customer portal with reCaptcha v3.
Features:
- Public Customer Portal (Anonymous Access)
- Public portal Creation behavior
- Auto create user by email
- Use public user to create
- Auto add Email field to portal fields
- (without modifying request screen)
- Limit publicly accessed Service Desk portals
- Secure Public Portal with reCAPTCHA v3
- Adding Google Analytics to Customer Portal
- Organization Association with Email & Groups
- Add Customer Portal Buttons
- Customer requests CSV exporter
- Add columns to customer request grid
- Better portal grid view
Looking forward to better Tinker Jira Service Desk to fit your needs
https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview
Javier Schulman
added a comment - It would be a great functionality if a mail domain could be set for the organization so every customer added by his email address is automatically included in the corresponding organization.
Additionally, it would be very useful if permissions could be set on an organization so for example just the organization manager/boss could access the tickets raised by any member of the organization.
Javier Schulman
added a comment - It would be a great functionality if a mail domain could be set for the organization so every customer added by his email address is automatically included in the corresponding organization.
Additionally, it would be very useful if permissions could be set on an organization so for example just the organization manager/boss could access the tickets raised by any member of the organization. 
Subhabrata Sarkar
added a comment - We would like to see this feature added as well. The ability to add user groups in organizations is critical for making organization concept successful. Please let us know how soon we can make this possible.
Subhabrata Sarkar
added a comment - We would like to see this feature added as well. The ability to add user groups in organizations is critical for making organization concept successful. Please let us know how soon we can make this possible. We have an identical structure with around 200 customer_groups waiting to become "future organizations" with ~1300 customers.
But manually adding those is not state-of-the-art ....
Depressing that such a feature is missing / no "bulk-adding" available.
Please vote !!!
Since the new "Share requests with groups" feature introduced in JSM 5.9 is not fulfilling all the requirements for which customers voted on this closed suggestion, I have created a new enhancement request:
If anyone is interested in this, please vote for it and add yourself as a watcher. Thank you!