Hallo!
Wir möchten unseren Kunden zum Jira Service Management hinzufügen, aber leider funktioniert das nicht. Er erhält keine Einladung.
Woran kann das liegen?
Danke und LGIrmella
Hello @[deleted],
Thank you for reaching out to Atlassian Community!
When a customer is added to a project, they will receive an invitation. If they still don’t have an account, the notification will include the details for them to finish the account creation.
Can you please check if the notification is enabled? Please, go to Project settings > Customer notifications (company-managed project) or Project settings > Notifications > Customer notifications (team-managed project) and confirm if “Customer invited” is enabled.
If it’s enabled but the customer still is not receiving the notification, can you please let us know if it’s happening with all new customers or specific ones (from specific domains, for example)?
I can see that customers can create their own accounts on your site, can you please ask the customer to access the portal and use the sign-up option?
They should receive the following notification using the option above:
Please, give it a try and let us know how it goes.
Kind regards,Angélica
Hello Angélica,
thank you for your answer!
We have adjusted the settings, but unfortunately the customer does not receive an invitation. He checked the spam folder;)
Does the customer also have to have an Atlassian account?
Thanks!
Thank you for testing, @[deleted].
Customers don’t need to have an Atlassian account to use the portal.
I checked the logs of your site, and customers’ notifications show as delivered.
Does the customer have the same email domain as you?
Using our internal tools to see if there were blocks or bounces, I found two email addresses affected by the following error:
550: 550 5.1.1 ...@... Recipient address rejected: {hash} address: Recipient address lookup failed
I removed the bounces and if some of them were the affected ones, then it should work now.
If it doesn’t, please, ask the customer to go to the portal and reset the password.
On the portal, they need to add the email address and click on “Next” and then, “Forgot your password?”.
the customer has a different domain than us. Could that be the problem?
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