Send out invitation to existing users when they are added as customers

[tuongvy_hoang]

Hello, 

I would like to ask if it is possible to send out the invitation mail or at least a notification to existing JIRA users when they are added to the Jira Service Desk as customers (not project team). 

I understood from other articles that this is not foreseen for users who already exist on our instance. However it is not really customer friendly if they do not receive any kind of notification that they've been granted access to the service desk portal. 

It is also not possible to resend the invitation mail - there is only a blank spot. 

Thanks and best regards,

Vy

[Pallavi Shirodkar]

Hi @tuongvy_hoang 

Whenever we add customers to the portal, they are been notified with the email notification. 

[tuongvy_hoang]

Hi @Pallavi Shirodkar , 

thanks for your response. Unfortunately, our customers have informed us that they are not receiving any kind of notification. We have also noticed that the status field is blank and there is no option to resend an invitation. 
It only appears and works for e-mail addresses which are not active in our Jira instance (see the second line in the screenshot). 
However, the e-mail template is activated in the customer notifications. Is there anything else I need to consider? 

[Pallavi Shirodkar]

Hi @tuongvy_hoang 

Thanks for your message. Could you please let me know from where are you trying to add the customers? 

Create an organization first & then in the organization you can add the customers one by one. If this doesn't works then you can try deleting the user once and then add them again.

Kindly let me know if this helps you.

Thank you!

[tuongvy_hoang]

Hi @Pallavi Shirodkar

thanks for your message. I was doing it exactly the way as you described. 
I noticed that the mail is also not shown and instead it says "private e-mail address".
Perhaps it is because these users are licensed customers and not unlicensed? 

[Pallavi Shirodkar]

Hi @tuongvy_hoang 

The mail is not shown means the user does not have a license. 

[tuongvy_hoang]

Hi @Pallavi Shirodkar ,

okay so what else can I do now? Deleting the user and adding them again does also not help unfortunately. The email address is only shown when I add customers who are not active at all in our Jira instance. 

[Pallavi Shirodkar]

Hi @tuongvy_hoang 

If you could please check the Notifications section as shown below

[tuongvy_hoang]

Hi @Pallavi Shirodkar 

the notifications for the customer invitation is also active