JSM email domains don’t apply to existing customers: here’s why and what to do

You added a domain to an organization, and nobody you already had joined it. That’s by design. Here’s why, and what you can do.

Why

Atlassian's documentation is clear about it: "The addition of a domain to an organization will not impact existing customers." The domain setting is checked when a customer account is created (or when its customer permissions change), not afterwards. So:

• Customers who already existed before you added the domain stay out of the organization.
• Removing a domain later doesn't remove anyone either.
• Each organization takes up to 10 domains, set by hand, and there's no API to set them (JSDCLOUD-14251).

What to do

1. Add existing customers by hand

In the organization, add each existing customer from that domain. Fine for a handful; slow for hundreds, and you have to find them first.

2. Script it

Use the Jira Service Management REST API: list the project's customers, filter by email domain, and add them to the organization. You write and maintain the script, and run it again whenever new customers appear.

3. Use domain rules that cover existing customers

Customer Roster's domain rules do what the native setting doesn't:

• existing customers at the domain are added, and new ones within minutes;
• no 10-domain limit, and bulk changes from a CSV;
• a preview first; conflicts (one domain on two organizations) are flagged, never guessed;
• public domains such as gmail.com are refused unless you turn the check off for that rule by typing the domain;
• nobody is emailed;
• if you remove a domain, only the people the app added through it leave.

Then run the wrong-organization report to find customers whose domain doesn't match the organization they're in. It checks organizations that have email domains in Customer Roster, not Atlassian's own domain list.