PPFTECCustomer & Organization Importer for Jira Service Management
Support and documentation
How to prepare a file, run an import, export your customers, answers to common questions, known limitations and how to reach us.
1. Installation
A Jira site administrator installs the app from the Atlassian Marketplace: Settings (gear icon) → Apps → Explore more apps, search for Customer & Organization Importer and choose Get app. The app then appears under Settings → Apps, in the left menu.
2. Prepare the CSV file
One row per customer, with a header row. Only the e-mail column is required. Download a template from the app (Download template) or use these columns:
| Column | Content |
|---|---|
email | Required. The customer's e-mail address. |
name | Optional. When empty, a name is built from the e-mail address. |
organizations | Optional. One or more organization names, separated by ; or |. Commas inside a name (“Acme, Inc.”) are kept. |
projects | Optional. Service project keys, for example HELP; IT. |
Comma, semicolon and tab separated files are detected automatically, including files saved by Excel in European locales. Column names in English, Romanian, German, French and Spanish are recognised; you can also choose the columns by hand. Limits: 10,000 rows and 5 MB per file.
3. Run an import
- Open Settings → Apps → Customer & Organization Importer.
- Choose the file, drop it on the page, or paste rows copied from a spreadsheet.
- Check the column mapping and the preview. Optionally choose an organization and service projects for rows that leave those cells empty.
- Click Continue. The review shows how many customers, new and existing organizations, memberships and project links the import will create, and lists rejected rows and warnings.
- Click Dry run (no changes) to download a report without writing anything, or Import to run it.
Keep the page open until the import finishes. If you close it, everything done so far stays in Jira; run the same file again to finish. By default, customers who belong to an organization get project access through the organization; tick the option in the review to add them to projects directly as well.
4. The import report
After the import, Download report (CSV) gives one row per source line: whether the customer was created or reused, their organizations and projects, and any problem (for example a project the customer could not be added to). Rejected rows are included with the reason.
5. Export
On the Export tab, choose all organizations or the organizations of one service project, and whether to include customers added to projects directly. The CSV uses the import columns, so it can be imported into another site, for example from a sandbox to production.
6. FAQ
What happens to customers who already exist? If the e-mail already has an Atlassian account, the app reuses it: it is added to the organizations and projects in the file, without creating a duplicate.
Do customers receive an e-mail? The app does not send e-mails. Jira may send its own invitation or notification, depending on your service project's customer settings.
Can I run the same file twice? Yes. Existing organizations, customers, memberships and project links are reused, so nothing is duplicated.
Who can use the app? Jira administrators. The app page lives in Jira settings.
Where is my file stored? Nowhere. It is read in your browser and its rows are sent only to your Jira site.
7. Known limitations
- The import runs in your browser and only while the page is open. There are no scheduled or background imports.
- Passwords cannot be set and invitations cannot be customised; Jira handles customer accounts and their e-mails.
- The export skips customers whose e-mail address Jira does not show to you (because of their profile visibility). The app tells you how many were skipped.
- New members can take up to a minute to appear in Jira's organization lists.
8. Contact
E-mail support@ppftec.com. We answer on business days, usually within one business day. Please include your Jira site URL, a screenshot and, if possible, the import report with personal data removed. Do not send customer lists unless we ask for a sample needed to reproduce a problem.