users not receiving invite emails to get added

[ovis]

when i try to add any user to the product as user/admin- it shows invitation sent but they never receive it

how to resolve this

[Nick H]

Hi @ovis ,

If you are completing this from your Atlassian site/adding users to a group that has Opsgenie product access, and have an Opsgenie subscription (vs. a JSM/O subscription), you may not have any available licenses.

No warning appears on the site side when this is the issue. Sometimes the Opsgenie Owner(s) will need to increase the license count within Opsgenie first. This can be done under the Settings >> Subscriptions tab.

Following that you may also need to remove >> then re-add the users into the same group that has Opsgenie product access. It doesn't always add the users retroactively.

If you are subscribed to a JSM/O plan and still having this issue, try opening a support ticket with the JSM team for assistance: https://support.atlassian.com/jira-service-management-cloud/

If you have an Opsgenie subscription and follow the steps above, but no users are being added to Opsgenie following that, try opening a ticket with Opsgenie support: https://support.atlassian.com/opsgenie/