Adding inactive users as new customers to jira service desk by automation

Question

Hi!

We are using Jira Service Desk internally to create tickets for new clients' setups. We would like to create an automation for certain type of request that based on a field containing an email, a new customer would be added to the project with access to the specific ticket. I menaged to create such an automation, but Jira does not add an inactive user to the issue as a participant thus blocking new users from accessing their tickets. How can I solve this?

Below is the rule I created

Kuba Nowakowski_akfscs · Answer

Hey Jack!

Sorry for dropping dead but I am back at this issue now and I managed to do some more test.

I found that even by adding customers manually to the project, registering as them in a separate browser and adding them manually to the ticket either as participants or reporters I am still not able to access the ticket as "them". I checked project's permissions and the global Jira permissions and I do not see an option that would prevent customers from accessing their tickets. Can you please help?

I have not tried that labeling you suggested, I guess suing it now would not be helpful either since the issue must be somewhere else as I understand it.

Jack Brickey · Answer

Again, if you immediately attempt to add the user manually after the rule runs, is it successful? I am, just trying to establish if we are dealing with a race condition within the rule. What do you mean by "in the system"? Does that mean that, after your rule runs to add the person they are "in the system"?

Kuba Nowakowski_akfscs · Answer

Once a user has got a customer account, adding them to issues works, the problem is when these users are not yet in the system.