We are unable to add anymore customers in JSM

[Dan Langenberg]

We have over 100 customers and have been using JSM for 2+ months now. Today we ran into an issue where we are unable to add customers. We go through the normal process of adding them into JSM but they do not show up in the customer list and they are not able to be added to the reporter field on a ticket. 

When I add a customer in the customers screen using the "Add a Customer" button. It all works and the person gets the invite email (Tested myself) but after I refresh the new customer does not exist and can't be found or searched for in any part of JSM. 

This just started today.

[Benjamin]

HI @Dan Langenberg ,

I went ahead and tested on my instance. Indeed I have encounter the same. However, I do see them in the Org Admin page under portal-only customers. I'm wondering if it will show up once the user verifies their email?

-Ben

[Dan Langenberg]

The issue that we have is that we sometimes need to adjust the reporter on request. This is mostly because of requests that come in through an email channel that are generated through our SaaS app. I will probably be making some adjustments to this later but for now the reporter is the email from our app not the customers email. So step 1 for support agents is to change the reporter to the email address of the actual customer that comes in the description of the request. If the email is not accepted in the reporter field then we have to open the customers and create a new customer and then we can fill out the reporter field with the actual customer email. This has been the process for the last month but now it is no longer working. We add the customer but they do not show up in the customer list or as an option or search result in the reporter field. I plan on changing this process eventually but it will most likely require dev work. 

[Benjamin]

Thanks for sharing the additional context about the SaaS app using its own account vs the actual customer account. Now, I see why the teams need to add the customer instead of the customer doing it themselves. 

A possibility is to have customers use the direct email channel for the project. Atlassian provides a dedicated email account for the project. May not be exactly what you are looking for since you are using a Saas app as well. However, it is an option. This way the project will process it and fill out the actual reporter.