Signup is not currently available when inviting customers or raising requests via email

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

Summary

When allowing customers to self-sign up and Channel access is Open, email from new customers fails with the error "Signup is not currently available." Also, agents can't manually invite customers to projects. 

Inviting customers issue

If agents try to add these customers to the Customer page manually, there is an error "Successfully added 0 customers. The following customers could not be added".

However, the action to invite the new customer might work on another JSM project.

Service Project Customer - Portal Access permissions

This happens when the "Service Project Customer - Portal Access" security type is not assigned to the necessary permissions. If this problem applies to your case, you will see an error warning at the top right of your project suggesting some issues with the project configuration:
A notification warns of configuration problems in a service project that may prevent it from working as expected. A View error details and repair the problem link is provided for troubleshooting. The main page displays project details for Project TSD and explains how to manage project permissions using the Actions menu.  A link to Issue security provides further information on access control for individual issues.

If you click on "View error details and repair the problem" > "Show errors", you will see that the "Service Project Customer - Portal Access" security type is missing some permissions. Here is an example:
A notification indicates permission errors in a service project that may impact functionality. The Service Project Customer - Portal Access security type needs to be assigned to Browse Projects and Create Issues.  A Fix permission button offers an automated fix, while a Learn more link provides further details.  Users can also manually correct the errors.

The issue is happening because the Service Project Customer - Portal Access security type is missing the necessary permissions that allow customers to view the project portal and raise requests.

Also, it's not recommended to remove/change the default permissions from the permission scheme of JSM for the following roles:

  • Administrator.
  • Service Project Customer - Portal Access.
  • Service Desk Team.
    Some of the permissions associated with these roles, have backend functions, and removing them might cause the portal functionalities to have unexpected behavior.

Fix permissions

Apply the Fix permissions for the popup error to restore the default permissions.

Last modified on Feb 6, 2025

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