Customer is not receiving invitation emails when invited to a Service Management project

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

When a customer is invited to a Jira Service Management project, the user does not receive an invitation email.

Diagnosis

Customer will not receive an invitation email because of one of the following scenarios:

Scenario 1: The customer invitation email is disabled in the service project.

Scenario 2: The customer is an existing customer on the cloud site.

Scenario 3: The customer's email address has been suppressed by Atlassian's Email Service Providers(ESPs):-Sparkpost or Sendgrid.

Scenario 4: Outgoing mail is disabled on the site

Scenario 5: Customer is created using "Add service project customer" Automation action

Solution

Scenario 1

The Customer invited  notification is turned off(disabled) in the Service project from which the customer is being invited. Kindly follow these steps to verify whether the Customer Invited  notification is enabled:

  1. In the service project, go to Project Settings > Customer Notifications
  2. Under Notifications, check for Customer invited  notification.
  3. Verify whether this notification has been enabled.
  4. If not, enable the toggle next to it.

Scenario 2

The customer being invited to the current project is already an existing customer in another project on the site. If a user already exists on a cloud instance, Jira will not send a notification to this user again.This is an expected behaviour. We do understand that Jira displaying the message An invitation will be sent is misleading for our customers. We do have an existing bug to let the customers know when they add the email address of an existing user that an email notification will not be triggered for the user:
JSDCLOUD-6329 - Getting issue details... STATUS
We also have a feature request for project admins to have the ability to resend the invitation email in such cases.

JSDCLOUD-2296 - Getting issue details... STATUS


  1. Kindly add the customer to the service project using the Customers > Add Customer option.
  2. In case the customer does not have access to their portal account, they can reset the password using the Forgot your password?  link on the Portal.
  3. A Site-admin can also set a dummy password for the customer using these steps:
    • Go to Settings > User management.
    • From the sidebar, select Jira Service Management.
    • Find the customer name you wish to reset the password for.
    • Click on the 3 dots on the right hand side.
    • Click on Change Password

Scenario 3

The customer's email address has been suppressed by the ESP's because the recipient email server responded with a permanent 5xx SMTP error. This prevents future attempts to deliver emails to this recipient until they are unsuppressed. For more details on what may cause this, please refer to: Jira Cloud email notification suppression list and why users don't receive email notification 

To address this, please raise a request with our support team at https://support.atlassian.com/. We also have the following feature requests that aim to improve how admins may manage the suppression list on JSM:

JSDCLOUD-4479 - Getting issue details... STATUS
JSDCLOUD-7933 - Getting issue details... STATUS
ID-8728 - Getting issue details... STATUS

Scenario 4

A Jira admin or a site-admin will need to navigate to Settings > System > Outgoing mail and then check to make sure that outgoing mail is enabled.

Scenario 5

At the moment, when customer are created via automation , it doesn't send invitation email even though the customer notification for customer invite are enabled.  As a workaround, add "Send Email" action after the "Add service project customer*. This is also tracked on the following:

JSDCLOUD-14353 - Getting issue details... STATUS


Last modified on Jan 9, 2025

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