FAQ
Short answers to common questions.
Will my customers get emails?
Not unless you choose it: imports and rules are silent. Invitations (if you pick them) and participant rules (if you turn them on) send Jira Service Management's own emails, and you see the count first. See Email behavior.
Why does Jira Service Management say "Invited" when no email went out?
That's how it labels customers created without an invitation. Nothing was sent. See Email behavior.
Do I need Customer Service Management?
No. Import, rules, domains, participants, export and clean-up work on every Jira Service Management site. Only detail fields need profiles turned on — on newer sites that means one Customer Service Management space. See Details.
Atlassian's Customer Service Management has a CSV import. Why use this?
That import works in Customer Service Management spaces. Customer Roster works on every Jira Service Management site, sets organization membership and project links in the same import, and adds domain rules, group sync, clean-up and undo.
Who creates the customer accounts?
You do, technically: Jira only lets a Jira admin create customers, so the app creates them with the permissions of the admin who started the import. Everything else the app does as itself.
Will the app remove members I added by hand?
No. Syncs only remove people the app added. The only removals of other members are ones you pick yourself in Clean-up.
An agent removed someone the app added. Will they come back?
No, unless the rule is Required. They're listed under Won't be added back.
Can it delete customers?
No. It never deletes accounts or changes email addresses.
Can I use Atlassian teams instead of Jira groups?
Not yet. Rules use Jira groups and email domains.
How many customers can I import?
Up to 10,000 rows per file, one import at a time per site. Split bigger files. A file may also have at most 100 columns, with no cell longer than 2,000 characters — a file over either is refused with a message saying which, before any row is checked or imported.
Is there a size limit on rules?
20,000 person × organization pairs per rule.
Is there a limit on one clean-up?
One clean-up action makes up to 500 changes. Select more and the preview tells you how many are left for a second run; nothing is silently dropped. A domains CSV can change up to 50 organizations per file.
Can project admins use it?
Yes, for their own service project, if a Jira admin turns on Let project admins use Customer Roster in Settings. They can export, run clean-up and set participant rules for that project. Imports, sync rules and domains need a Jira admin.
Is a big site a problem?
No, but big jobs take longer: the app spreads its work so each site stays within a fair share of Atlassian's rate limits. A 5,000-row import or a 2,000-member group rule finishes in the background; you can leave the page.
What if our license lapses?
Imports, syncs and participant rules stop, and so do saving rules, adding or applying domains, and clean-up fixes. Nothing is removed. Undo, delete, Remove everything, export and the clean-up reports still work. Renew to start again.
How is it priced?
Free for up to 10 users. Above that, priced on your site's Jira user tier (agents, or Jira users if that's higher), like every Jira app: about $1,000 a year for 100 users. Customers are never counted. See the Marketplace listing for current prices.
What happens when I uninstall?
The app's records are deleted; its changes stay. Clean up first if you want them gone. See Before you uninstall.
Does any data leave Atlassian?
No. The app runs on Atlassian's Forge platform and has no outside servers. See Privacy.
Is this made by Atlassian?
No. It's made by Gold Standard Web LLC, an independent software company in Wisconsin, USA. It isn't made, endorsed or supported by Atlassian, and Atlassian provides no support for it.