Silent failure when adding email addresses in the publish window

[Maud]

We want to make a couple JPD views public for stakeholders by adding email addresses in the publish window within the view (publish only for a selected group). While this works fine for most email addresses, it doesn’t work for a few, resulting in a silent failure—meaning no error message appears, but the email address also doesn’t show up in the list of added email addresses.

Some context regarding the email addresses where we’re experiencing this:

• We know for certain that one of the email addresses belongs to someone who already has an Atlassian account through their organization.
• There are two people from the same organization involved; one email address works fine and is added to the list without issue, while the other results in a silent failure. The only difference between them is their name before the @.

Do you know what’s causing this and how we can fix it?

[Tanguy Crusson]

Hi there, we figured out what the problem is:

• Customers of Atlassian using Atlassian Guard can claim an email domain. For example the customer ACME can claim the @acme.com email domain. This means only admins in that company can create Atlassian user accounts with that email domain name, no one else
• What happens when you add an email to this publish dialog: 
  • We look for the Atlassian user account that matches that email
  • If we find it we add this Atlassian user account
  • If we can't find it we try to create the Atlassian user account (it's free) and then add it to the dialog
• In this particular case, the people you're trying to add and for which the silent failure happens are emails for which the company has claimed the email domain but the people do not have an Atlassian user account. The only way to publish the view to them is for them to get an Atlassian user account from their admin. It's free, they don't need a license to use any Atlassian app - but they'd need that account.

We're going to try and make sure that when things fail they don't do so silently, and then we'll need to review how this feature is implemented to see if we can improve the handling of such cases.

[Maud]

But one of the emails that is failing silently does have an user account via his own organisation but is not added, how is this possible? The system should be able to find the account then and have it added to the list right? 

[Maud]

And how do you explain the fact that there are two different emails (two different stakeholders) from the same company, of which one is rejected silently and the other is correctly added? 

[Tanguy Crusson]

ok that's weird then 🤔 could be a different issue. What I explained makes sense if user 1 has an account but not user 2. we'll look into it. but for that we may need a support ticket to investigate on your site. To create one: top-right of any view in JPD > Feedback > Choose "get help from the support team" and mention this community post.