Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Adding a customer to an organization

Edited

A Customer was added to an organization (email is 100% correct), the customer is being displayed in the list of an organization.
But the invitation email didn't come to the customer. How can the customer access our Jira desk and create a ticket if the invitation letter didn't come? Or maybe I'm doing something wrong...
Thank you in advance

2 answers

2 accepted

1 vote
Answer accepted
Daniel Eads Atlassian Team Apr 16, 2021

Hi @Andrew Romanenko ,

One possibility is that the customer's mail server returned an error to our mail delivery service at the time the invitation was sent, and further delivery to that address is paused. This happens for a variety of reasons, but we often see it when invitations are sent before a mail server has the inbox ready (in case of a new employee) or if the mail server was temporarily misconfigured.

We're able to test for that scenario with a support case. If you are able to contact a Site Admin at your organization, they can open a support case at support.atlassian.com/contact and mention they would like to see if your customer (the email address will need to be provided in the support ticket) is currently on the bounce list. If that's the issue at hand, the support team will be able to clear out the pause on further mail delivery at the same time.

If they try the password reset option as Bastian noted, and still don't receive an email - that indicates you will likely need to contact support.

Cheers,
Daniel | Atlassian Team

Thanks, Daniel. I'm waiting for the customer's update

1 vote
Answer accepted

Hi @Andrew Romanenko ,

Welcome to the community. 

The customer could try to go the customer portal url and try to reset his password there using the email address you added to the organisation. 

Then he should get a password reset email with a link where he can set his password and should be able to log-in afterwards. 

Thanks, Bastian. I'm waiting for the customer's update.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,608 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you