Why Am I Unable to Add a Customer to my Project

[Lawrence McGuire]

We recently migrated to a new instance of JIRA

During that process we exported and imported the users.

A user that was on the old instance now does not have access to the new instance.

When i attempt to add the customer - I get the error message ****@****.biz is not a valid email address.

This is strange as the user was fine on the old JIRA portal.

Can anybody help??

[Angélica Luz]

Hello @Lawrence McGuire,

Thank you for reaching out to Atlassian Community!

Checking the details of your site, I can see that there are many users with the email domain ****.biz, but they are inactive. What might be happening, in this case, is that you are trying to invite a customer that has an inactive user account.

Please, go to Cog icon > User management and search for the email address.

If the account is inactive, please, reactivate and remove all the groups from their profile, so you will be able to add them as a customer on the Service Management project.

You can also delete the account and then add them again directly in the project, just wait about 5 to 10 minutes just to make sure the account is completely deleted.

If they are not listed under Users, then check Jira Service Management (also on Cog icon > User management).

Kind regards,
Angélica