How do I… Create a customer in Jira Service Management?

Note: External (non-WesternU email addresses) must be added as a Customer in a Jira Service Management project by an Agent before they can submit request using the Email Requests feature.

This guide will walk you through the steps to add a new customer to your Jira Service Management project so that they can submit requests and interact with your support team.

To perform these actions, you need to have the appropriate permissions and access as an agent or administrator in your Jira Service Management project.

Step 1: Log in to Jira Service Management

  • Open your web browser and navigate to your Jira Service Management instance.
  • Log in using your agent or administrator credentials.

Step 2: Access the Project

  • Once logged in, select the specific Jira Service Management project where you want to add a new customer.

Step 3: Navigate to the Customers Tab

  • In your project, you should see a sidebar on the left. Click on the "Customers" tab to access the customer management area.

Step 4: Add a New Customer

  • On the Customers page, you should see a button or link to "Add customers" or "Invite customers." Click on it.

Step 5: Enter Customer Information

  • You'll be prompted to enter the customer's information. Typically, this includes:
    • Email Address: Use a valid Western UserID and not an email address e.g. last1@uwo.ca
    • Organizations (Optional): You can also assign the customer to specific groups or organizations for better organization and management.

Manage Customer Accounts

You can always manage customer accounts by returning to the "Customers" or "People" tab in your project settings. From there, you can modify customer permissions, resend invitations, or deactivate accounts if necessary.

Published on  and maintained in Cascade.