Bug in Jira Service Management - cannot add customer with valid domain

[Gary Thompson]

I've found a defect in JSM where I cannot add a customer with a completely valid email address - Jira baulks at <name>@<domain>.org.uk

Having just gone through the process of adding all our customers, this is the only one which has failed, so I'm surmising that the problem is it doesn't recognise .org.uk as a valid TLD (which it is), so this is a bug. However, being on the free tier of use I can't report this as such.

Does anyone have any workarounds?

[Gary Thompson · Accepted solution]

Found the cause - typically, just after posting the problem...

I'd still chalk this up as a defect:

Cause:

Customer to be added has an old account in cloud tenant users

On adding customer, console log reveals that the reason customer can't be added to JSD is due to having a dormant account, but

JSD reports the problem as 'email address is not valid'

Expected behaviour:

JSD reports the problem correctly in the help bubble