Supported customer IDs

Customer Service Management (CSM) APIs can primarily work with two types of customers:

• Customer Accounts are accounts in a site's customer directory. They are created and managed by the Customer Account lifecycle APIs and typically have an ID beginning with qm:.
• Atlassian Accounts are Atlassian identities that can access multiple Atlassian products. Their Atlassian account ID is also used as the customerId when the account is an eligible CSM customer.

The customerId accepted by an API depends on when the API was introduced and whether it manages simply customer context or the complete Customer Profile lifecycle.

Eligible Atlassian Accounts

An Atlassian Account can be used as a customer only when all of the following apply:

• The account is active.
• The account has the CSM customer role (customer or non customer role presence for other products does not matter).
• The account is not a CSM agent or Jira site admin.

If an Atlassian Account does not meet these conditions, APIs that support eligible Atlassian Accounts may return 404 Not Found or omit the account from a bulk api response.

API compatibility

The APIs where this callout is not specifically present were released when customer context functionality native to CSM app was released within JSM as a project level feature. In those days, we did not have any specific restrictions on the type of account that qualified as a valid account for these APIs.

However, after the launch of standalone CSM app, we decided to limit it to initially CAs only for all the new profile and bulk apis. As we're now rolling out support for Atlassian Accounts in CSM, we're maintaining parity with that decision and keeping the new set of APIs scoped to valid Atlassian Accounts with CSM customer role.

Customer Account lifecycle APIs

APIs that create, read, update, or delete Customer Accounts accept or create Customer Account IDs only. This includes /api/v1/customer/account/{customerId} and bulk account creation through /api/v1/customer/bulk. They do not accept Atlassian account IDs because Atlassian Account identity and lifecycle are managed outside the CSM customer directory. We may in the future consider supporting those pathways too.

For profile bulk operations, create operations also create Customer Accounts only. Update operations can target an eligible Atlassian Account by customerId, but cannot update its display name.

Troubleshooting an unsupported customer ID

If an API does not accept an account ID:

1. Check whether the value identifies a Customer Account or an Atlassian Account.
2. For an Atlassian Account, confirm that Atlassian Accounts as customers is enabled and that the account meets the eligibility requirements.
3. Use a legacy API to see if it satisfies the behaviour you're after. Or, alternatively, please reach out to us.