← Atesen Customer Import for Jira Service Management
Support
App: Atesen Customer Import for Jira Service Management · Publisher: Atesen Software
Email: support@atesensoftware.com · First response target: 2 business days (Monday–Friday, Istanbul time, UTC+3)
For installation, app access, CSV examples and results, read the user guide.
Before you write
- Open History in the app and note the job date, file name and status. If you downloaded a report from History, its file name also includes the job ID.
- Download the results CSV. Remove emails, names, account IDs, organization details and other customer data before sharing it. Include the status and error code.
- Note whether the issue occurred in Preview or after Start import, and roughly how many rows the file contained.
What to include
- Your site URL (
yoursite.atlassian.net)
- Job date/file name (or job ID if available) and the error code shown (for example
API_403_ADMIN_REQUIRED)
- What you expected to happen and what happened instead
Severity and response
| Severity |
Example |
Target |
| S1 |
The app wrote wrong data, or emails went out that you did not ask for |
Same day acknowledgement, fix or in-app warning within 2 business days |
| S2 |
Imports do not run at all |
3 business days |
| S3 |
Question, or a feature request |
Answered in the next weekly pass |
Known limits
- Creating customers requires the Jira Administrators global permission. This is an Atlassian requirement, not an app setting.
- Up to 10,000 rows per job. Split larger files.
- Atlassian rate limits can slow very large imports. The app retries temporary failures; if a job remains paused, review its results and use Resume.
- Job data, including result files, is deleted 30 days after the job was created.
- The app works with Jira Service Management. It does not manage Customer Service Management (CSM) profiles.
Updates
Releases are published through the Atlassian Marketplace with release notes. Minor updates install automatically; an update that requires new permissions needs a Jira administrator to approve it.
Security reports
Email support@atesensoftware.com with the subject line SECURITY. We acknowledge within 2 business days and will tell you when a fix ships.