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why am I unable to add certain customers to Jira Service Management?

I manually add customers to Jira Service Management per

In the past, I've tried to add certain customers (all of them co-workers) without success, resulting in the error response shown below.  I had my team leader try to add those customers, which succeeded.

I'm now trying to add a customer and getting the same error response, and my team leader also gets that error response when he tries to add that customer.  How can these failures be eliminated?

Jira Service Managed customer-add failure.png

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@John Rigali

I see the same error if the user I am trying to add already exists in Jira but is an inactive user. I'd have your site admin check on the customers you are trying to add.

My team leader is our site admin.  He informed me that the intended customer doesn't already exist in Jira.  As I pointed out, my team leader gets the same error response when he tries to add the intended customer.

Can you ask him to look underneath the Jira Service Management section of user management? JSM customers are typically found there and can be deactived. A deactivated customer account would also result in that error.


Screen Shot 2021-02-04 at 2.57.37 PM.png

He found the intended customer there.  He successfully added her.  Thanks, Kian!

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