Troubleshooting and FAQ

The result says some people “could not be added”. Why? Jira Service Management only accepts participants who can access the service project as customers. If your site restricts customer access (for example, people need the Jira Service Management “Customer” role in Atlassian Administration), group members without that access are rejected by Jira. Give them customer access, then select Sync open requests now.

Can I add portal-only customers this way? No. Jira does not allow portal-only customers in Jira groups, so the app can only add people who have an Atlassian account on your site.

Nobody was added to a new request. Check that: - The app’s “Add groups to new requests automatically” switch is on. - The request type matches a rule, or the rule has no request types selected. - The group has active members other than the reporter.

Someone left the group but is still a participant. Removal is off by default, because the person may also have been added by hand. Turn on “Also remove people who leave a group” if you want the app to remove them.

I don’t see “Add group as participants” in the Actions menu. Refresh the work item after installing the app; the action is in the work item’s Actions menu. It shows on all work items, and on items that are not service requests it explains that it can’t be used there.

Does the app send data anywhere? No. It runs on Atlassian Forge and makes no calls outside Atlassian. See the privacy policy.