JIRA Service Desk customer access for inactive Jira users

[Trudy Morrison]

Due to a company split, we have some users who were active Jira users, but are now deactivated, that I want to add to Jira Service Desk as customers. When I try to do that I get an error message saying that I have to reactivate them to add them.  I don't want them active as we will exceed our license numbers in Jira if we do that.

What are the options available for making them active customers in Jira Service Desk?  

[Evan Golden]

Go to your customer permissions settings, and make sure it is set up correctly to allow people that are not Jira users to submit requests.

https://confluence.atlassian.com/servicedeskserver/managing-access-to-your-service-desk-939926273.html
Hope that helps

[Trudy Morrison]

Hi Evan, 

Yes that is definitely set up to allow this, the complexity with this case is that these users were Jira users, and are now set to inactive.

I think my options here are to delete the users from Jira, or to change their email addresses in Jira so that I can set them up as customers in Service Desk.

Anyone had experience with that?

Thanks

Trudy

[Josh Callaway]

Was a solution ever provided for this?  We are fighting the same battle where old JIRA users have been deactivated so as not to consume a license.  But those users still need to be able to submit service desk requests and are being blocked with a log message of "current user is not active."

Thanks,

Josh

[joacim_eberlen]

It would be nice to see  a solution to this - this has to be an issue for most administrators of Jira Cloud Service Desk. @Jack Brickey

Maybe you or someone in your team could give an actual answer to this.
Much appreciated

[Atlassian TMG]

I have the same issue with accounts that had never had a license. Doesn't matter which e-mail I use I get error message

"1 email had errors and couldn't be sent:

This customer is inactive. You'll need to activate their account before you can invite them to the Service Desk."