Unable to add an existing customer to an organization

[tyamaguchi]

My team started to notice sometimes in May 2023 that we can no longer add an existing customer in a JIRA service management project (who is a user at our client company) to an existing Organization. After adding the existing customer email address -> choosing an Organization -> hitting OK will not update the record. The person following these steps are set as the project admin.

This function must have worked fine some months ago. Has anything changed at JIRA's side recently?

[tyamaguchi · Accepted solution]

Resolved.... it was a matter of setup per https://community.atlassian.com/t5/Jira-Service-Management/Unable-to-edit-add-delete-customer-or-organization/qaq-p/1877910. 

[Aditya Verma]

Hi @tyamaguchi ,

Can you check in User management section if the user that you are trying to add to customer organization is already having site access?

When a customer is added to the site, their account is stored in Jira as a local account and then they won't appear on Organizations.

Thanks,
Aditya

[tyamaguchi]

Hi @Aditya Verma the user is already "Active" in Customers list screen. I just tried following the same steps for an "Inactive" existing user, and the same behavior.

Any thoughts?

[Aditya Verma]

I am not able to replicate this at my end. I was able to add an already active customer in my customer list to an Organization.