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Adding customer doesn't send invite email

Hi -

Trying to add our employees as customers to our IT Helpdesk project in JSM. I've added both an existing employee and a test account and neither received via this page and neither received an invite email. 

I don't prefer this, but instead this is happening:

  1. send a support request from either account >
  2. a confirmation email is returned from IT Helpdesk
  3. click on "View request" in confirmation email
  4. Prompted to login

 In addition I haven't found yet the right info yet that discerns between "adding people" from this page

add people.png

 

And this page to add customersscreenshot-powerchord.atlassian.net-2021.06.28-13_43_40.png

 Thank you!

1 answer

0 votes
Jack Community Leader Jun 28, 2021

Check to ensure:

  1. project settings- customer notifications has invited enabled
  2. the request didn’t go into spam box

the first screen is used to manage what roles a user will have. For adding customers use the second screen.

Thanks @Jack - Yes customer notifications had invited enabled; no change. Nothing in spam or elsewhere; checked both test account and existing employee. customer notifications.png

Jack Community Leader Jun 28, 2021

Are these customers currently users of Jira software possibly? You mentioned you added a test account was that test account new in your instance?

There are a number of posts on email notifications in the Community that you might search and the following might help - troubleshoot-email-notifications-in-jira-service-management  

@Jack - Thank you 👍

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