Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Customers disappear on creation


we prepared our System for weeks now und we need to add our customers today. When we add customers to a project I get the message that the customer has been added successfully and they should receive an invitation E-mail. When I reload the customers Page in the project the customer dissapeared. The customer does get an invitation E-mail but when he presses the link it says it's expired. I Invite users as the Project/Site Admin.

3 Weeks ago it worked just fine in the testing stage and we didn't change site permissions since.

7 answers

We're currently facing the same issue. Anybody knows how this got fixed?


Steps to reproduce:

  • Create an organization within a service-desk project.
  • Add customer to this org. 
  • The customer is added to the org. but disappears shortly after.

Have absolutely the same issue. 

Raised a ticket to Atlassian support.

Like # people like this


Atlassian support guys have fixed my issue pretty fast.



I'm facing the same problem at this moment, can you share the solution?

0 votes

I am facing the same issue.


I'm facing the same problem.
Any solution for this issue ?

Jack Brickey Community Leader Nov 29, 2022

Hi @Moran Schneider , this is a pretty old post, and I kind of doubt that your issue is the same. It could be that there is some regression, and this needs to be reported to Atlassian support. However, feel free to share the details of exactly what you are experiencing some things to answer:

  • is this happening on multiple projects?
  • Are these customers in organizations?
  • Do the customers appear initially and then disappear?
  • What happens if one of the customers that disappears attempts to open a ticket?

Sorry it was in the wrong post.

I have problem with disappearing customer right after I add them to the organization.

lets say, I have my Email to ORG-IT, right after I refreshed the E-mail is gone, without any error or something to troubleshooting.

Adding a new Customer:


getting the notification:

no error.png


refreshed the site and then:


the customer disappear.


Thank you for your reply! @Jack Brickey 

We are having same issue here. Yesterday we tried to create 4 times same customer, every time said that worked. But after refreshing the page, this customer disappeared.

Works again for me.

I'm experiencing the same exact issue.  This is a fresh install with default settings and when I add a customer it sends out the invitation but the link is invalid.  Going back to the customers, the list is empty.

I tried creating a new organization and adding the user to the organization but that did not work either.

0 votes
Jack Brickey Community Leader Nov 25, 2020

do you have any organizations if so please check in them for the missing customers. also go to project settings > people and look there. finally go to admin (COG) > user management > jira service management and check there.

We have the exact same problem. Though i can confirm the customers get added to the site but not to the project and are not selectable in any list inside the project.

Ok as of now it works again for me

Jack Brickey Community Leader Nov 01, 2021

Thanks. Indeed it appears to have been an issue/bug that Atlassian has addressed.

@Jack Brickey Any news on this bug, I have the same issue/problem on my projects.

when I add the customer I get the message that the customer has been added successfully like always. When I reload the page the customer dissapeared and when I try to search (on the search bar) the members on the project I'm able to see the name of the customer that I have added but When I click the organization folder I dont see the customer name and email address on the list. 

Jack Brickey Community Leader Feb 11, 2022

Hi @Emmanuel F-D , You might want to reach out to Atlassian support directly. I am not seeing this issue myself.

Like Emmanuel F-D likes this

Hey @Emmanuel F-D , we started seeing this same issue today.  I opened a ticket with support this morning but no response yet.  

Like Emmanuel F-D likes this

@dayton I also opened a ticket in the afternoon, let me know if they answer you during the next days

Like dayton likes this

@Emmanuel F-D Here is the bug that the Atlassian Support Team linked me to:

Here is their statement on the issue:

At this moment we don't have a workaround for this, checking the database we can see that the customers are listed inside the organization. Checking the portal they can also their organization's tickets. This bug is only affecting the organization list in the UI.
The developers are investigating this issue and as soon as we have additional information we will update it in the bug report.

Like # people like this

Suggest an answer

Log in or Sign up to answer
Site Admin

Atlassian Community Events