Why does invitation to join Service Desk still show pending?

[chai vang]

I added a user to Jira and added her to the service desk group. She received the invite, created a password, but it shows that her invitation is still pending. Also, others are not able to assign her tickets. Anyone have suggestions on how to troubleshoot?

Thanks!

[Angélica Luz]

Hi Chai,

Welcome to Atlassian Community!
After a user accesses the instance, it should show the last day they accessed the site.
Can you please go to her profile and check if it shows the "Last seen on" for Service Desk?

Is she able to access the project and other features normally?

Regards,
Angélica

[chai vang]

Hi Angelica,

It does show that her "last seen on" was on 08/02/19, but it still shows that her invitation is pending. Also, when trying to assign a service desk ticket to her, it says that the user is not found.

She is able to access the other features normally.

Thanks,

Chai

[Angélica Luz]

Just to make sure we are on the same page, is she logging in on xxxxxx.atlassian.net or https://xxxxxx.atlassian.net/servicedesk/customer/portals?
Can you ask her to login using another browser or incognito mode? This is just to make sure she is using the correct account to log in.
Have you tried to delete her account and add again?

[chai vang]

Hi Angelica,

She clicked on the link in the invite email and yes, I did try to delete her account and add again. I will have her try the above and see if it works.

Thanks!