Jira Service Desk - internal and external users

[Fernando Noll]

Good afternoon. The intenal and external users of Jira Service Desk in Cloud did not receive the automatic invitation. How to proceed in this case?

[Henrik Sihvonen]

I just had this issue today and found to my horror there is no resend function for customers! A few tickets on the subject but no solution implemented.
The easiest way I found was to deactivate the customer and reactivate and then invite again.

[Jack Brickey]

How were the users added? Regardless - Go to the user management under settings and verify the users are there and see if it indicates "resend" beside the user(s) names. If so pick someone internally and resend to see if they receive the invitation.

[Fernando Noll]

Hi Jack,

We use the <customers> option then the <add organizations> option and finally <add customers>. The <send portal invitation> option was checked on all clients. This routine has been executed several times. No internal or external customer received the notification. The "resend" option is not available.

[Jack Brickey]

so then I assume all of your customers are shown under Settings>User Management>Portal Only Customers and they show as "never logged in"?

Have you ever been successful adding a customer where the invite was sent?