Add Jira groups to JSM organizations

Jira Service Management has no way to add a Jira group to an organization. You can keep the organization in step with the group instead.

Atlassian's feature request: JSDCLOUD-4867 — "Add user groups to organizations", open since 2017. Atlassian has said it doesn’t plan to build it.

What Atlassian suggests

• For your own staff asking for help, Atlassian points to teams rather than organizations.
• For portal-only customers, Atlassian's SCIM provisioning can sync customer accounts and groups from an identity provider such as Okta or Entra ID into organizations. It needs Atlassian Guard Standard and an identity provider you control — which an MSP usually doesn't for its clients.
• Otherwise: add each person to the organization by hand, and keep doing it as the group changes.

With Customer Roster

A sync rule says these Jira groups belong in this organization:

1. Rules → Sync rules → New sync rule.
2. Pick one or more Jira groups, and the organization.
3. Read the preview: who will join, who will leave. Save.

• People who join the group are added, usually within the hour (with the default hourly check), and always within a day.
• People who leave the group are removed — only if the app added them. Members you added by hand stay.
• If an agent removes someone, the app doesn't add them back unless the rule is Required.
• Nobody is emailed when they're added.

You can add email domains to the same rule, so customers at the client's domain join too. See Domains.