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

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira Service Desk - adding customers

For some reason I'm getting an error for a particular customer I want to add to an organization in the Service Desk. They were a user before and somehow their access was revoked.

1 answer

0 votes
Jack Brickey Community Leader Dec 29, 2020

when you are trying to add them where and how are you doing so? What error do you receive? Did you check to ensure they are active now? Is the user a Customer (JSM portal only) or do they have an Atlassian ID account? Check under admin > user management and also under JSM in the same admin area. 

user - SD.pngThis is


I then checked the Global Permissions under

and found the user there which I deleted and still cannot add to /jira/servicedesk/projects/ESD/customers

Jack Brickey Community Leader Dec 30, 2020

what is the status of the user? active or inactive? if inactive please reactivate them. also verify the email address is accurate.

I checked under People in the SD Project settings and the user was not there. I attempted to re add and received an error.

I cannot add a "customer" under the SD setting either.

I do no have customers listed in the Global Permissions only SD agents and other JIRA users.

Can you tell me where else I might check? Thank you

Jack Brickey Community Leader Dec 30, 2020

Did you look under admin>user management and click on Jira Service Management in the sidebar? That is where all customers would be listed. 

At one point, not sure if it is still the case, if you deleted the user then you would have an issue re-adding them under same email address. 

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

227 views 1 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you