Not able to add new external customers to jira service desk

[Pauline Monroy]

I am trying to add a new customer to my Jira service desk. The customer has an ID of a different domain name. All my other customers use the same domain as the one approved on my Atlassian account. I understand that I can add as many customers with any domain name as customers to my service desk. But I am not able to add this one. Do I have to add this domain to my approved domains so as to be able to add customers from that domain name?

For example:

The domain approved on my Atlassian account is abc.ae

Everyone whose email ends with @Sujata.ae is able to sign up to my service desks. But those from a different domain, @xyz.com are not able to sign up to my service desk.

When I tried to add this user t@xyz.com, it asked me to activate this user's account which is to give them product access. (Refer attchd.)

It leads me to a page wherein I give them product access, which I will get billed for while adding them.

Do I have to approve the xyz.com domain to be able to access my service desk?

[Pauline Monroy · Accepted solution]

@Veera 

Thank you for your response. 

I was not trying to add t@xyz.com from the Administration page. 

I was trying to add t@xyz.com directly in the respective JSD project. 

I am attaching a screenshot of the error I am facing.

I shall update the question too. 

Hope you can help me with this.

[Veera]

@Pauline Monroy 

As per the screenshot, the customer account has been deactivated. So, you need to activate the account before you add the customer to a JSD Project.

You can reactivate the customer account Jira Administration > Jira Service Desk page where you will see all the customer accounts.

If the account was added as a user in the past and marked as inactive, you can reactivate the user from Administration > Users page, and then revoke all the Products access so that the user will have only site access and treated as JSD Customer.

[Veera]

@Pauline Monroy 

It seems that you have setup abc.ae as the approved domain in the Site access settings.

Yes, when you try to add as the user t@xyz.com from the Administration > Users page, it'll try to create a user account with default product access.

However, you can add the customer account directly in the respective JSD project so that it'll create a customer account (without any default product access) in your Cloud site. You may please refer to Add a customer to a service desk project for more details.