Add external member as Customer

[Sylvian Bryan]

I am adding external customer to Atlassian directory setting user group and then Jira Service Manager Space Customer. The user gets the invite but is prompted "Something went wrong, contact organization admin support". Then I tried again and resend invite, the second time around they received an invitation code. Upon try invitation code, the invitation code failed. Is there a different to add external user as customer or a different configuration needs to be set?

[Sylvian Bryan]

This is Government Cloud, so I am not sure of the answer. 

[Gavin Perch]

Before adding the user, ensure your site isn't trying to force them into a paid seat.

Go to Admin > Apps > Platform experiences > Sites > <site>.

Look at Customer Service Management > Portal-only customers. Ensure that "portal-only" access is allowed and that new users aren't being automatically added to an "any-users" group that requires a license.

For external customers, it is much more reliable to add them through the specific JSM Space rather than the global Admin directory.

Go to your JSM Space.

Select Customers from the left-hand sidebar.

Click Add customers.

Enter their email address here. This bypasses the standard "Atlassian Account" invitation flow and sends a specific Portal Invitation.

If the user still gets an error, the space-level permissions might be too restrictive.

Go to Space settings > Access > Customer permissions.

Ensure Channel access is set to "Open"

The invitation code failure usually happens because the user's email is already "pending" in the global directory under a different status.

Go to Administration > Directory > Users.

Search for the external email.

If they appear as "Pending" or have "No product access," delete the user account entirely from the directory first.

Then, go back to the JSM Space and invite them through the Customers tab as mentioned above. This fresh start usually clears the token conflict.

I hope this helps.

[Sylvian Bryan]

This is Government Cloud, so I am not sure of the answer. 

[Sylvian Bryan]

We've tried that process and it failed.