deleted and re-added customer doesn`t get invitation email (Service deskproject)

Question

Hello Community,

I had the issue, that some added customers didn't receive an invitation email.

Unfortunately there is no resend button.

So I removed under People the customer and tried again to add the costumer.

And again there is no invitation mail.

If I try other email addresses ist works.

How can I solve this issue?

Angélica Luz · Answer

Hi Uwe,

Project administrator can remove customers from the project but only site administrators can completely remove their accounts from the site.

And further, we have the issue that they lost their rights after a while.

It's important to confirm if they don't have duplicated accounts. If the configuration on user management allows anyone from a specific domain to create an account, then the issue may happen.

Let's say, for example, you added user@hsag.info to the project and they can access the portal normally as a customer to create tickets.

Then, the site administrator configured that anyone with the domain hsag.info can create an account on the site.

user@hsag.info access xxxxx.atlassian.net directly instead of the xxxxx.atlassian.net/servicedesk/customer/portals and the login doesn't work, so they click to create an account.

Since the site admin allowed anyone with hsag.info to create an account, the user created a new account, but now, it's an internal account and not a customer one.

In this case, since the accounts are now duplicated, Jira won't know what to show to the customer, so it will be necessary to delete one of the accounts.

I understand that it might be confusing, but it's important to check if the accounts are portal customers only.

Please, ask the site administrator to check that and also if there is a whitelist for domains to create accounts on the site. They can find this information on Administration > Site access.

Uwe Kempermann · Answer

Hello Angélica,

blocking of emails account can not be the problem, because it works with new email addresses in the same Domain (hsag.info or diem8.de or gmail.com).

What do you mean with the "site Administrator"? I am an Administrator of the Project.

I thought that this role can delete the customer.

Other notifications arrived in concerned email addresses. And yes then the Customer can

click forgot password and create a new password. But this not very practical for us!

And further, we have the issue that they lost their rights after a while.

But in the user management all seem to be the same!

That was the reason why I deleted the customers to re-add them!

kind regards

Uwe

Angélica Luz · Answer

Thank you for the details, Uwe.

Can you please ask a site administrator to go to Administration > Jira Service Desk and delete the customer account?

Do they receive any other notifications?

Also, we can check if there are any blocks or bounces for the email. Since community is public, you don't need to share the email address, but if you feel comfortable, you can share the domain of the customer email and we can bulk search for any blocks on the specific domain.