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Add user to Jira service Desk Cloud fails


It seems to be impossible to add a new user to my Jira Service Management instance.

I have only 2 agents so I'm supposed to be able to add a third (I use the free plan).


When I add a new user, i receive the following error:


"Something went wrong when adding users to your site"


And I have no idea of what's wrong?


Any help will be highly appreciated!


Thank you so much

4 answers

1 accepted

@Bertrand VANOTTI  May I suggest you one step?

Go to Product Access and deactivate the option "New users have access to this product" related to any product that you might have in this screen (I assume that only JSM will be there).

Then try to Invite again. The screen may change to request the type of access and product this user would have. 

Please let me know if it works or not. If not, just wait for @John Funk  to find someone who can help (or open a support ticket)

Dear PAtricia,

Fantastic. That works! 

Thank you so much

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Hi @Bertrand VANOTTI 

The Org/Site admin uses a licence, so the 2 + Org admin reaches the 3 agents limit

dear @Patricia Francezi -iDev- 


Thank you for your reply.

I have only 2 users (Org admin included):




I think I have not yet reach the 3 users limit.



0 votes
John Funk Community Leader Jul 07, 2021

Hi Bertrand - Welcome to the Atlassian Community!

Do you have more users that are using Jira and/or Confluence licenses? 


Thank you so much for your reply.

No,  I don't think so:



John Funk Community Leader Jul 07, 2021

I am going to see if someone from Atlassian can help you out. 

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