Unable to Add Service Management Customer
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
When adding a customer to a Jira Service Management project you may be presented with the following errors:
Email address is not valid
This customer is inactive. You'll need to activate their account before you can invite them to the service project.
Solution
This user may have previously been a Jira user or Customer account that has since been set to inactive.
Adding a deactivated Jira user:
- Navigate to your User Administration
- Set your Filter to show "Deactivated" users
- Use the search to type in the affected email address
- Once populated, click on the deactivated user
- From the dropdown select "Reactivate user"
- Note: If this user is to only be a Jira Service Management customer, be sure to remove all product access to prevent license from being consumed.
Now this user is active and can be added to your Jira Service Management project as a "Customer".
Activating a inactive Customer:
- Using the popup modal:
- Click the link to be taken to the Customer's profile
- Click "..." next to the name
- Select "Grant access"
- Click "Grant access" in the confirmation
- Searching via User Management:
- Navigate to User Management
- Select "Jira Service Management" to display Customer accounts
- Use the search field to locate the desired Customer account
- Click "..." next to the name
- Select "Grant access"
- Click "Grant access" in the confirmation
Removing a deactivated user:
- Navigate to your User Administration
- Use the search to find the user you wish to deactivate
- Click the user
- From the "..." select "Remove user"
This user will be removed from your projects and will no longer have access to submit requests.