Agents don't have permission to invite customers to service project
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Understand why a Jira Service Management Agent can't add new customers to Service projects, not even when they have the Administrator role on the given Project.
When adding a new customer, the agent receives the error: You don't have permission to invite customers to this service project.
Solution
Agents don't have permission to manage Atlassian accounts
This issue happens the agent is trying to add a user that is already on the site with an Atlassian account but doesn't have the Customer role assigned. If the agent isn't a user access admin or site admin, they don’t have permission to manage users at the site level (at <sitename>.atlassian.com/admin/users). That means they can’t assign the Customer role to the account and, as a result, can’t add the person to the project as a customer.
Ensure Atlassian accounts on your site have the customer role
The Customer role is free and unlimited. It does not count toward your Jira Service Management billing or license usage.
Add an existing Atlassian account as customer
For agents to add an existing Atlassian Account to a service project, make sure that these accounts have the Customer role assigned to them. As a user access admin or site admin:
- Go to <sitename>.atlassian.com/admin/users.
- Find and click on the user that can't be added as a customer.
- In Jira Service Management, select the Customer role for them.
Bulk assign the customer role to existing users
You can assign the customer role to existing groups on your site. This will grant the role to all users in that group:
Configure User access settings for approved domains
To ensure users from your trusted domains can self sign-up and are automatically granted the customer role on a site-level:
Configure the default product for user invites
Control how existing users in your organization invite new people to your products. Learn how product access works.
Recommended to set to "Invite approved domains" as this allow the agents to add existing user with the Atlassian Account as it able to update the account product access.