Adding Customers to an organisation and they are not receiving the email invitation

[Lynne Greenslade]

Has anyone else seen this? 

[Jack Brickey · Accepted solution]

By chance are they already customers in the project? Customers don’t receive a notification of being added to an org. However they do get a notification when they are invited to be a customer if that notification is configured under Project settings > customer notifications.

[Lynne Greenslade]

Thanks Jack - yes this was the case - unbeknownst to me they had been added to a JIRA board several months earlier. 

[Kat Warner]

As far as I am aware, adding a customer to an organisation does not trigger a notification. Organisations are just a way to add a group of people to Request Participants easily, most commonly to allow multiple customers within the same organisation to see the requests relevant to their organisation.

[Lynne Greenslade]

For client facing service desk a notification is sent with a link so the respondent can add themselves.