Customer in an Organization Needs a License?

[Sarah Kladstrup]

We are trying to set-up organizations inside of a Service Management project. However, when we attempt to add a customer (user in AD without any licenses), there is an error message, "This customer is inactive. You'll need to activate their account before you can invite them to the Service Desk." 

Can someone explain why this customer needs a license to share with others in an organization? The customer is only going to use the portal and the organization is only for sharing among groups of customers, is it now? What am I missing here?

[Mark Segall · Accepted solution]

Hi @Sarah Kladstrup - From your description, my interpretation is that this user already has an account and is inactive.  They may have previously had a license, but you should be able to make the account active without having to apply a license.  Just make sure they're not a member of any of the jira-*-users groups (e.g. jira-servicemanagement-users). 

[Jack Brickey · Accepted solution]

I suspect the customer exists already but is inactive. Go to settings > user management > Jira service management. Search for the customer and observe their status and enable if inactive. 

[Sarah Kladstrup]

Thank you! You're right. This customer had 2 accounts with identical usernames, one of which was inactive.