Privacy
What Customer Roster for Jira Service Management stores, where, and for how long.
The short version
- Your data stays in Atlassian's Forge storage for your site, inside Atlassian's cloud.
- Nothing leaves Atlassian. The app has no outside servers and makes no outside calls.
- For the long term the app keeps Atlassian account ids, not people's names or email addresses.
- A CSV you import — with names, email addresses and detail values — is kept only while the import needs it, then deleted.
- When someone closes their Atlassian account, the app erases what it holds about them within about a week.
- When you uninstall, Atlassian deletes the app's stored data. What the app did in Jira stays. Run "Remove everything this app did" first to take back the memberships, project links and request participants it added (participants stay on resolved requests). Customer accounts, organizations and detail values stay either way; Remove everything lets you download a list of the accounts and organizations imports created.
- We (Gold Standard Web) can't read your stored data. App logs carry ids and counts only, never names or email addresses.
What we store
- Account ids (Atlassian's random ids for people): who the app added to which organization or project, who was already a member when a rule started, who an agent removed, who it added as a request participant, and which admin did what.
- Imports: file name, who ran it, when, the email choice, the column matching, the ids and names of organizations the file created, and each row's result (with the account id of each customer it created). While an import is running or can still be retried, also the uploaded file and the rows' contents — see below.
- Rules: Jira group ids and names, email domains, organization ids and names, project ids, settings.
- Domain rules: company email domains and the organization each belongs to.
- Detail values the app wrote, and the value each replaced, so an import can be undone. These may be personal if your detail fields are.
- Participant rules and which request keys the app added which account ids to.
- History: times, counts and short error messages for syncs, imports and clean-ups; an activity log of who did what, when.
- App settings: sync frequency, limits, the public-domain list, the pause switch.
- Short-lived working lists: each service project's customer account ids and their email domains (not full addresses), so rules don't re-read every customer every hour. They expire after 2 days.
We don't store request content or comments.
Your CSV files
When you upload a file, it's kept in the app's storage on your site so the import can run, survive interruptions and retry failed rows:
- rows that finished are cleared (email address and contents) when the import finishes;
- rows that failed, and the rest of an import you stopped, are kept so you can retry or resume them, until you clear them, undo the import, or 7 days after the import last finished or stopped;
- the uploaded file itself is deleted when the import ends, and expires after 8 days at most.
The 7 days is a ceiling, not a retention period: the sweep only catches imports nobody came back to. If you want the data gone now, you have two ways, and neither waits:
- Clear the kept row details — on the import, next to Retry failed rows. This clears the email addresses and cell values the app is still holding and changes nothing it did in Jira: the customers, organizations and memberships stay. You can't retry or resume the import afterwards, so import those rows again from your file if you need to.
- Undo the import — this clears the same data and also takes back every membership, project link and detail value the import added.
Email addresses and names from your file are never written to logs.
What we read but don't keep
To do its job the app reads, through Jira's own APIs: Jira group members, your service projects' customers and their email addresses, organizations and their members, detail fields and values, requests' participants, and recent requests' reporters, status and comments (counted for estimates and reports, never stored). These are used while the work runs and not stored, except as the ids and counts above. Exports are built from this inside Atlassian's cloud (Forge storage) and kept for one day so you can download them, then deleted. Clean-up reports keep account ids, organization ids and counts only, and are deleted after 7 days.
Where it lives
In Atlassian's Forge storage for your site. Forge is Atlassian's app platform, so the data is held under Atlassian's own security and data residency. The app is "Runs on Atlassian": no servers of its own, nothing sent outside Atlassian.
Who can see it
Your Jira admins, and project admins for their own project if you allow it, through the app's pages. We can't read your stored data. If you contact support, we only see what you send us.
How long we keep it
Until you uninstall, except what has a shorter life above: CSV contents (7 days at most), exports (1 day), clean-up reports (7 days) and working lists (2 days). On uninstall, Atlassian deletes the app's storage. For 21 days after, if you reinstall, you can ask Atlassian to reconnect the old data. After that it's gone for good.
Each week the app tells Atlassian which account ids it holds, as Atlassian requires. If an account has been closed, the app erases that person's records — memberships it added, opt-outs, participant records, detail history and any import rows — and shows "A closed account" in the activity log instead of their name.
After each erasure the app reads back, using the same query that decides what it holds, and the run fails loudly if anything is still there rather than reporting a number it hasn't checked. Each weekly run is also recorded in the app's own activity log (Health → Activity → Privacy) with the accounts reported and erased, so you can see months later that the duty has been running.
Your role and ours
You decide what goes into your site and which files you import. The data stays in your own Atlassian site's storage, and Gold Standard Web has no access to it, so we don't act as a processor of it.
Support emails
If you email support@getcustomerroster.com, we keep that conversation to help you, and delete it on request. Please don't send us customer lists.