Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Kunde mit Emailadresse hinzufügen


Wir möchten unseren Kunden zum Jira Service Management hinzufügen, aber leider funktioniert das nicht. Er erhält keine Einladung.

Woran kann das liegen?

Danke und LG

1 answer

1 accepted

0 votes
Answer accepted

Hello @Irmella Nokic,

Thank you for reaching out to Atlassian Community!

When a customer is added to a project, they will receive an invitation. If they still don’t have an account, the notification will include the details for them to finish the account creation. 

Can you please check if the notification is enabled? Please, go to Project settings > Customer notifications (company-managed project) or Project settings > Notifications > Customer notifications (team-managed project) and confirm if “Customer invited” is enabled.

Screen Shot 2021-06-07 at 14.22.27.png

If it’s enabled but the customer still is not receiving the notification, can you please let us know if it’s happening with all new customers or specific ones (from specific domains, for example)?

I can see that customers can create their own accounts on your site, can you please ask the customer to access the portal and use the sign-up option? 


They should receive the following notification using the option above:


Please, give it a try and let us know how it goes.

Kind regards,

Hello Angélica,

thank you for your answer!

We have adjusted the settings, but unfortunately the customer does not receive an invitation. He checked the spam folder;)

Does the customer also have to have an Atlassian account?



Thank you for testing, @Irmella Nokic.

Customers don’t need to have an Atlassian account to use the portal.

I checked the logs of your site, and customers’ notifications show as delivered.

Does the customer have the same email domain as you? 

Using our internal tools to see if there were blocks or bounces, I found two email addresses affected by the following error:

550: 550 5.1.1 ...@... Recipient address rejected: {hash} address: Recipient address lookup failed

I removed the bounces and if some of them were the affected ones, then it should work now.

If it doesn’t, please, ask the customer to go to the portal and reset the password.

On the portal, they need to add the email address and click on “Next” and then, “Forgot your password?”.

Screen Shot 2021-06-09 at 14.58.50.png

Suggest an answer

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

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

172 views 6 7
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