Customer User Management question - adding service project customer automatically

[Wayde Guedes]

Good Day All 


Looking for some assistance with the following; I think I have found a work around but  have run into a few problems and hoping you can help.

Objective

Any Jira customers without a Jira product license to be able to do their own Jira user management. The customer should have the ability to choose the organization their user gets added to, even if they are not in the organization themselves (as different users require different or multiple organizations). This will then map to an automation rule which will put the customer in the required org/s.



Issue

The issue I am having is that the organization field can't be used as a custom field or a choice in the portal. 

Now I know I can just create a select list (multi choice) custom field and put in the organizations in there but that will always need to be updated manually every time there is a new org added to a project. Also I know that the user choosing the org can choose it at the bottom of the portal page but I would want them to be able to choose any org or multiple organizations.


Question

1) Is there a way we can map a custom field to the organization 

• which will update the field automatically (whenever we create a new organization in the project)

2)  or is there a way we can use the organization as a custom field?

[Angélica Luz · Accepted solution]

Hello @Wayde Guedes,

Thank you for reaching out to Atlassian Community!

For clarification to ensure I understand what you are asking, I would like you to clarify some details.

The customer should have the ability to choose the organization their user gets added to, even if they are not in the organization themselves.

Would you like the own customer to select the organization while creating an account/ticket or, for example, the manager that is also a customer to select the organization their employee belongs to?

Is there a way we can map a custom field to the organization which will update the field automatically (whenever we create a new organization in the project).

In this case, would you like the customer to select the organization from this custom field while creating the ticket and then they would be added to the organization?

Or is there a way we can use the organization as a custom field?

The Organization is a system field and it’s visible on all tickets on the agent view, but for customers, the field will only be visible if they belong to one or more organizations.

Kind regards,
Angélica

[Wayde Guedes]

Hi @Angélica Luz 

Thanks for getting back to me

I would want the manager that is also a customer to select the organization their employee belongs to. We do not allow anyone to raise a ticket in some of our projects hence it can't be a new user, the customer(Manager) would need to be an existing customer to raise the ticket. 

Yes, exactly that I would like the customer to choose the organization from the field and then they get added to that organization. In some cases it may be multiple organizations then my automation will apply the user to the organizations.  

I have created the following a multi select custom field and automation it works however when we start getting more organizations/clients it feels as though its going to be a lot of on going manual maintenance. Hence looking for someway to map the organization field to this custom field.



Kind Regards,

Wayde

[Angélica Luz]

Hi Wayde,

Thank you for all the details.

Testing here, we were able to find an automation rule that would allow the manager to create a ticket in order to add the customer (create their account) and add them to an organization by selecting it using a custom field.

Note that, when a customer is created via automation or manually by an administrator, or even using REST API, it’s only possible to select one organization, so the manager won’t be able to add the customer to more than one org.

The automation rule will use REST API in order to get all existing organizations, so it will check one by one to validate if the Org selected by the manager exists. 

If it matches, then it will get the ID and the new customer will be created and added to the Org.

 

Hence looking for someway to map the organization field to this custom field.

It won’t be possible to update the custom field options using automation, so, in this case, you can use API as well. It still needs to be manual but it won’t be necessary to navigate to the custom field page and add the values one by one.

• Update custom field options (context)

Hope this helps!

If you have any other questions regarding this matter, please let us know.

[Wayde Guedes]

Good Day @Angélica Luz 

Thanks so much for the detailed response I really appreciate it. I know this is a separate question but similar to the above I know we can remove a user from an organization using the API but is there anyway to disable/revoke a customer that isn't a managed account using the api ? I haven't been able to find anything regarding this.

[Angélica Luz]

Hi Wayde,

It's possible to invite customers, add/remove them from projects and organizations, but currently, there is no endpoint to delete or revoke their access to the portal.

There is a feature request suggesting this option:

• REST API endpoint to delete customer account

Please, click on vote and also watch to receive future updates from our product teams.

[Wayde Guedes]

hi @Angélica Luz 

Thanks for the information, much appreciated.

Kind Regards,

Wayde