Service Desk Agents are not able to add customers to an Organization

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible



Problem

Service Desk Agents are not able to invite a customer to an Organization unless they are granted to JIRA administrators global permission.

Diagnosis

JIRA Service Desk configuration

  • Are Agents allowed to manage organization? Check Administration > Applications > JIRA Service Desk Configuration

Outgoing Mail Server

  • Is it configured? 
  • Is it enabled?

Resolution

Make sure all the conditions below are true

  • Go to Administration > Applications > JIRA Service Desk configuration, verify if the option to allow Agents to manage organization is set to Yes, agents can add and remove organizations from projects, and add and remove customers from organizations.

  • Outgoing Mail Server is configured and working properly.
  • Outgoing Mail Server is enabled.


Last modified on Feb 2, 2024

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