Bulk upload of tickets on behalf of customers

[Ranan Absidian]

Hello! 

We're trying to find away to bulk load tickets on behalf of customers allowing us to notify the customer (outside of the org) to their ticket so they can see the progress and respond through email. We already have our JSM setup so customers can create accounts, but can't seem to get that to work through the bulk ticket upload. 

Any help will be appreciated. 

[Alex Ortiz]

@Ranan Absidian Welcome To The Atlassian

If you go to your JSM project, there is a Customer section.  In there, you should be able to add/invite your users there.

Once they exist in there, you should be able to do your import.

I would recommend you do the imports in bulk based on their email domains as the importer asks you for that.

[Ashok Shembde]

Hi @Ranan Absidian , You can try this steps.

CSV Import

• Go to Jira Settings > System.
• Under Import & Export, select External System Import.
• Choose CSV and follow the prompts to upload your file.
• Ensure the Reporter field is mapped correctly to the customer's email address.

[Ranan Absidian]

Hi Joseph! 

The error I'm getting is
"The validation process has found 1 error/s

• Issue can't be created due to the error/s [ The reporter specified is not a user. ]" 

I know this means that the reporter doesn't have customer access, so I'm looking for a setting to create those customers when we do the issue creation. 

Thanks!

[Joseph Chung Yin]

@Ranan Absidian -

Welcome to the community.  One can use Batch issue creation using CSV file.  Please see the following references -

https://support.atlassian.com/jira-service-management-cloud/docs/create-issues-with-the-csv-importer/

If you are already using the option above, can you please share the error messages that you are getting during the import process?  This will allow us to better assist you.

Best, Joseph Chung Yin