Summary

We have seen issues where the 'Jira Service Management - Customer' role is not allocated to the Internal customer(with Atlassian account) post-migration from Datacenter/On-premises to cloud.

This article provides a workaround to bulk update users to the 'Jira Service Management - Customer' role.

Environment

• Jira Service Management cloud. 

Cause

Recently JSM Introduced  A dedicated product access role for internal customers in Jira Service Management. With this change, you will be able to select the appropriate product access role for new and existing users, allowing them to be either a "User (Agent)," "Customer," or "None."

Jira Administrators will be able to set granular permissions to control access explicitly.

However, there are some limitations as follows

• Post-migration from Datacenter/On-premises to cloud, internal portal customers who migrated from DC to the cloud will not get allocated with 'Jira Service Management - Customer.' 
• Users syncing from the Active directory should have a customer role by default.  

Solution

Obtain a list of the users that need to be bulk updated with the 'Jira Service Management - Customer' role

Now you have to options to choose to perform the bulk update

1. Use a free app called Bulkops to add users to groups on your cloud site.

   Using the Bulkops App

   Installing the App

   First, the app needs to be installed. The process is similar to installing any Jira app:

   1. Go to Jira cloud.

   2. Go to the" Apps > Explore more Apps."

   3. In the search bar, type "Bulkops. "

   4. Select the Bulkops App by Elf Apps.

   5. Click to install the app.

   6. Open the menu Apps > Bulkops App

    This is a free app; the only requirement is creating an Elf Apps account.

   Setup your account.

   After creating the account with Elf Apps, the same must be activated. To do so, one must click the activation email to be sent to the chosen address while creating the account.

   Setup the API Token

   The next step to use the app is to give it an API token as it will use Atlassian's REST API to bulk add the users to the group:

   1. First, one must create an API token: Manage API Tokens for your Atlassian Account.
   2. Once done, go to Apps > Bulkops App > Settings > Configurations inside Jira.
   3. In the next screen, select the option to Edit Token.
   4. Paste the API token obtained in Step 1.
   5. The "TOKEN STATUS" should be "Active. "

   Using the app

   To use the app, an admin must have a list of the users that must be added to the group and in a format that respects the needed structure for BulkOps to work.

   See the section CSV file above.

   1. Go to the Bulkops app in Apps > Bulkops App > Users > Bulk add users to groups.
   2. Here one should see a page to import the file built on the previous step.
   3. After importing the file, a progress bar should appear, indicating the operation's progress.
   4. Once the operation's done, all users will have been deleted.

2. Use Atlassian REST API Add user to group capabilities to add a user to a group.

   Using REST API

   Setup the API Token

   The next step to use the app is to give it an API token as it will use Atlassian's REST API to bulk add the users to the group:

   1. First, one must create an API token: Manage API Tokens for your Atlassian Account.

   Get a List of Users

   See the section CSV file above.

   Using the API via Curl (example)

   Here's the script to delete users in bulk:
   cURL Script

   Addgroup.sh

   #!/bin/bash
   cat FILE_NAME.csv | while read line;
   do
       echo $line
       displayName=`echo $line | cut -d ',' -f2`
       aaid= `echo $line | cut -d ',' -f1`
       echo "adding user $displayName - $aaid to the group"
       curl --request POST --url 'https://your-domain.atlassian.net/rest/api/2/group/user?groupId={groupId}' --user 'email@example.com:<api_token>' --header 'Accept: application/json' --header 'Content-Type: application/json'  --data '{"accountId": "'$aaid'"}'
   done

   
   

   To execute it, one must:

   1. First, replace "FILE_NAME" with the file name where all users to be added to the group are stored.
   2. Replace "EMAIL_ADDRESS" with the email address of the administrator running the script.
   3. Replace "API_TOKEN" with the API Token of the administrator running the script.
   4. Replace "<yoursite>.atlassian.net" with the cloud address from which users must be added to the group.
   5. Save the script as "Addgroup.sh" in the location where FILE_NAME.csv is located.
   6. Edit your CSV with no headers and a blank line after your last user.
   7. Execute it via the command line:

   
   cURL Script

   ./Addgroup.sh

   NOTE: If we add customers in this "jira-service management-customers-yourSiteName," default group, they will automatically get the Jira Service Management - Customer" role.