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Creating Teams and adding members in Jira Service Desk Cloud


Im currently trialling the free cloud version of Jia Service Desk. I have setup with 2 people. Myself as the admin and Head of Service Management and a colleague as a Service Desk Analyst. He has access and is visible to me when i administer the project, however when i go to "People", create a team and add a user, he is not visible. According to the site, at this point i should be able to type name or @user1603166931620 and find him. Nothing appears.

If i go back a step where it says "your teammate" and go to add people, a slightly different box appears. This gives me the option to add his email address, which i presume would send an email and give him access.

1) it doesn't work - i get the following error... "something when wrong, try again later"

2) on this option i notice it says ..."Missing someone on (my domain...) - Problem is this is not his domain.... 

Can anyone advise as obviously this is early in my review of the tool and pretty basic stuff. I can only presume the free version doesn't allow me to do this???



1 answer

Hi Paul,

It seems your colleague is not a member of the site. This can be verified by visiting and visiting the Users section (either by clicking on Manage users button or clicking on the Users link in sidebar.

If your colleague doesn't appear there, it means he hasn't been invited. You can invite your colleague from that page itself.

Hope this helps.



Hi, thanks for your reply, but he is a user. Please see attached.

Screenshot 2020-04-24 at 09.33.12.png

Hi Paul,

We tested the same at our end and found out that this is a bug specific to JSD and Directory. We've now fixed it and you should be able to see your colleague in search results.

On behalf of the whole Directory team, I'd like to thank you for raising this question. This was really helpful for us. Do let us know if you need any further clarifications.

Thank you!


Hi @Ishan Somasiri

I am seeking for solution in regards to the same topic. I am unable to @person from my team suddenly when I used to be able to. Can you please help me fix this? 
[CS-2059] Admin Manager could not see all locations approved to in location messages in the mobile app - Jira 2021-04-20 08-58-06.pngsituation? 

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