Adding inactive users as new customers to jira service desk by automation

[Kuba Nowakowski]

Hi!

We are using Jira Service Desk internally to create tickets for new clients' setups. We would like to create an automation for certain type of request that based on a field containing an email, a new customer would be added to the project with access to the specific ticket. I menaged to create such an automation, but Jira does not add an inactive user to the issue as a participant thus blocking new users from accessing their tickets. How can I solve this?

Below is the rule I created 

[Jack Brickey]

Hi @Kuba Nowakowski , I have not attempted this before. What does your log show? It would be interesting to see if you could, rather than add the new user as a participant, add a label. Then create a new rule that triggers on that new label and attempt to add the participant in this secondary rule. Also can I assume that you were able to manually add this new user to the issue after the rule runs where the new users added?

[Kuba Nowakowski]

Once a user has got a customer account, adding them to issues works, the problem is when these users are not yet in the system.

[Jack Brickey]

Again, if you immediately attempt to add the user manually after the rule runs, is it successful? I am, just trying to establish if we are dealing with a race condition within the rule. What do you mean by "in the system"? Does that mean that, after your rule runs to add the person they are "in the system"?

[Kuba Nowakowski]

Hey Jack!

Sorry for dropping dead but I am back at this issue now and I managed to do some more test.

I found that even by adding customers manually to the project, registering as them in a separate browser and adding them manually to the ticket either as participants or reporters I am still not able to access the ticket as "them". I checked project's permissions and the global Jira permissions and I do not see an option that would prevent customers from accessing their tickets. Can you please help? 

I have not tried that labeling you suggested, I guess suing it now would not be helpful either since the issue must be somewhere else as I understand it.