We’ve been working hard behind the scenes to enhance the way Jira Service Management (JSM) admins manage large numbers of customers and organizations.
Efficiently handling customer permissions for request sharing and project access is crucial for running a streamlined service desk - we’re introducing features to make this easier for all service desks regardless of size.
We’ll be rolling out these features to all sites progressively starting now (April 2024).
We've introduced a single central page for viewing and managing all organizations on your Jira Service Management site. Previously, administrators had to navigate to individual projects to add and manage organizations.
Managing organizations within a project was not ideal. Whilst it may have worked for smaller service desks, we recognized the need to consolidate all organizations on a site. This is particularly useful for larger service desks.
This new page empowers admins to:
We have introduced a new feature that automatically assigns customers to organizations based on their email domains.
Previously, managing which customers are added to organizations required manual intervention by admins and agents.
With this feature, admins can now set up rules based on email domains for each organization. This automatically adds new customers to organizations when their accounts are created.
Note: this feature won’t add existing customers - admins will need to add existing customers once off.
Here's a quick recap on "customers" and "organizations".
Customers are people who request help from your service project. Jira Service Management converts the requests that customers make into issues for your agents to work on.
Learn more about customers here.
Organizations are groups of customers that can be used in multiple service projects. When you add an organization to a project, its members can raise requests in the project and share them within the organization.
Learn more about organizations here.
Leave us a comment with any questions or feedback - we’d love to hear from you on how these features have helped you manage customers and organizations.
Ash Young
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