Can JSM resend portal invitations to customers who have been in the system for months?

[Michael Canaday]

Today a customer opened a ticket via e-mail, which 99% of our customers prefer to the portal. I created a public comment that I would engage this afternoon, which should have sent her an e-mail. Shortly thereafter, she forwarded a standard portal invitation e-mail back to us and asked if we sent it.

The e-mail looks legitimate, the links appear to be secure. I looked in the customer notification logs but I don't really see a log for outbound portal invitations. How could an invite be sent to someone who has been opening tickets for many months?

[Izabela França · Accepted solution]

Hello @Michael Canaday ,

Welcome to the Atlassian Community.

You can resend an invitation to a customer (or add a new one) by selecting "Customers" from the left-hand menu in your Jira Service Management project.

Once you open the Customers tab, search for the customer’s email address to resend the invitation. If you can’t find them, you can add the customer there and they will automatically receive an invitation.

Here is an example:

Best regards,

Izabela

[Arkadiusz Wroblewski]

Hello and welcome @Michael Canaday 

Yep, that can happen  and it doesn’t necessarily mean someone “manually invited” her today.

In JSM Cloud, that invite-style email can get triggered again when Jira thinks the customer needs to (re)confirm portal access. The usual reasons I’ve seen are:

Account/identity changes in Atlassian Cloud (email change, org/domain claim, merge, directory sync)  customer looks “new” to the system.

The customer was re-added (as customer or request participant) by someone or by automation.

Customer permissions/access settings changed and Jira nudged them back into the portal flow.

What I’d do to narrow it down:

Check Project settings → Customers: look for duplicates / whether she’s in an org / any recent “added” activity.

Check if any automation rules add customers/participants automatically.

If she’s concerned about legitimacy, ask her to forward the email with full headers and if needed open an Atlassian support ticket. Support can confirm whether it’s an Atlassian-generated invite and what triggered it.

Hope it helps give you some clarification and have a great weekend 🤠