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  1. Jira Service Management Cloud
  2. JSDCLOUD-2296

As an admin I would like option to re-send an invitation email to a customer

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Product Update - 28 October 2022

      Hello everyone,

      Thanks a lot for your feedback and patience with waiting for this feature.

      I'm happy to share that we have finished rolling out to 100% and now you can resend invites to your customer accounts!

      Note: for those customers using Release tracks, the feature will available depending on your track options.

      Cheers,

      Michelle

      Summary

      When a customer already exists in a Service Desk, if I re-invite them using an email address, nothing happens. It will be silently ignored.

      Steps to Reproduce

      1. Go to the 'Customers' page in a Service Desk
      2. Invite a customer, by clicking 'Invite', enter an email and click 'Send invites'
        • The invite will be sent
      3. Do the same process again with the same email address

      Expected Results

      Either:

      • A new invite email is send (if this process was done twice, is most likely because the first one didn't work) or warn the user that a customer with that email already exists and no email will be sent.
      • No invite is sent, but I receive a message informing me this user is already a customer, but would I like to resend the invitation to this Service Desk

      Workaround

      Depending on the type of invitation:

      • The initial invitation containing the link to set a password will only ever be sent once, when the user is initially created. After this time, the Forgot password link can be used.
      • Invitations to different Service Desks send a new invite email each time, and these are what can be re-sent.

          Form Name

            [JSDCLOUD-2296] As an admin I would like option to re-send an invitation email to a customer

            SET Analytics Bot made changes -
            UIS Original: 210 New: 218
            Michelle Tan made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Waiting for Release [ 12075 ] New: Closed [ 6 ]
            SET Analytics Bot made changes -
            UIS Original: 216 New: 210
            SET Analytics Bot made changes -
            UIS Original: 224 New: 216
            SET Analytics Bot made changes -
            UIS Original: 223 New: 224
            Amit made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 702007 ]
            SET Analytics Bot made changes -
            UIS Original: 230 New: 223
            Michelle Tan made changes -
            Status Original: In Progress [ 3 ] New: Waiting for Release [ 12075 ]
            Michelle Tan made changes -
            Description Original: {panel:bgColor=#e7f4fa}
            *NOTE:* This suggestion is for {*}JIRA Service Desk Cloud{*}. Using {*}JIRA Service Desk Server{*}? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDSERVER-2296].
            {panel}
            {panel:title=Product Update 28 October 2022}
            Hi everyone,

            Thank you for your votes and feedback on this issue. In the interests of being clear and transparent; although being a future roadmap consideration, this feature is not on our near term roadmap.

            I will look to update it again in roughly 6 months time.

            Cheers, 

            Ben.
            {panel}
            h3. Summary

            When a customer already exists in a Service Desk, if I re-invite them using an email address, nothing happens. It will be silently ignored.
            h3. Steps to Reproduce
             # Go to the 'Customers' page in a Service Desk
             # Invite a customer, by clicking 'Invite', enter an email and click 'Send invites'
             ** The invite will be sent
             # Do the same process again _with the same email address_

            h3. Expected Results

            Either:
             * A new invite email is send (if this process was done twice, is most likely because the first one didn't work) or warn the user that a customer with that email already exists and no email will be sent.
             * No invite is sent, but I receive a message informing me this user is already a customer, but would I like to resend the invitation to this Service Desk

            h3. Workaround

            Depending on the type of invitation:
             - The initial invitation containing the link to set a password will only ever be sent once, when the user is initially created. After this time, the Forgot password link can be used.
             - Invitations to different Service Desks send a new invite email each time, and these are what can be re-sent.             		New: {panel:bgColor=#e7f4fa}
            *NOTE:* This suggestion is for {*}JIRA Service Desk Cloud{*}. Using {*}JIRA Service Desk Server{*}? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDSERVER-2296].
            {panel}
            {panel:title=Product Update - 28 October 2022}
            Hello everyone,

            Thanks a lot for your feedback and patience with waiting for this feature.

            I'm happy to share that we have finished rolling out to 100% and now you can resend invites to your customer accounts!

            Note: for those customers using Release tracks, the feature will available depending on your [track options. :)|https://support.atlassian.com/organization-administration/docs/manage-product-release-tracks/]

            Cheers,

            Michelle
            {panel}
            h3. Summary

            When a customer already exists in a Service Desk, if I re-invite them using an email address, nothing happens. It will be silently ignored.
            h3. Steps to Reproduce
             # Go to the 'Customers' page in a Service Desk
             # Invite a customer, by clicking 'Invite', enter an email and click 'Send invites'
             ** The invite will be sent
             # Do the same process again _with the same email address_

            h3. Expected Results

            Either:
             * A new invite email is send (if this process was done twice, is most likely because the first one didn't work) or warn the user that a customer with that email already exists and no email will be sent.
             * No invite is sent, but I receive a message informing me this user is already a customer, but would I like to resend the invitation to this Service Desk

            h3. Workaround

            Depending on the type of invitation:
             - The initial invitation containing the link to set a password will only ever be sent once, when the user is initially created. After this time, the Forgot password link can be used.
             - Invitations to different Service Desks send a new invite email each time, and these are what can be re-sent.
            Michelle Tan made changes -
            Description Original: {panel:bgColor=#e7f4fa}
            *NOTE:* This suggestion is for *JIRA Service Desk Cloud*. Using *JIRA Service Desk Server*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDSERVER-2296].
            {panel}
            {panel:title=Product update 5 March 2021}
            Hi everyone,

            Thank you for your votes and feedback on this issue. In the interests of being clear and transparent; although being a future roadmap consideration, this feature is not on our near term roadmap.

            I will look to update it again in roughly 6 months time.

            Cheers, 

            Ben.
            {panel}
            h3. Summary

            When a customer already exists in a Service Desk, if I re-invite them using an email address, nothing happens. It will be silently ignored.
            h3. Steps to Reproduce
             # Go to the 'Customers' page in a Service Desk
             # Invite a customer, by clicking 'Invite', enter an email and click 'Send invites'
             ** The invite will be sent
             # Do the same process again _with the same email address_

            h3. Expected Results

            Either:
             * A new invite email is send (if this process was done twice, is most likely because the first one didn't work) or warn the user that a customer with that email already exists and no email will be sent.
             * No invite is sent, but I receive a message informing me this user is already a customer, but would I like to resend the invitation to this Service Desk

            h3. Workaround

            Depending on the type of invitation:
             - The initial invitation containing the link to set a password will only ever be sent once, when the user is initially created. After this time, the Forgot password link can be used.
             - Invitations to different Service Desks send a new invite email each time, and these are what can be re-sent.             		New: {panel:bgColor=#e7f4fa}
            *NOTE:* This suggestion is for {*}JIRA Service Desk Cloud{*}. Using {*}JIRA Service Desk Server{*}? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDSERVER-2296].
            {panel}
            {panel:title=Product Update 28 October 2022}
            Hi everyone,

            Thank you for your votes and feedback on this issue. In the interests of being clear and transparent; although being a future roadmap consideration, this feature is not on our near term roadmap.

            I will look to update it again in roughly 6 months time.

            Cheers, 

            Ben.
            {panel}
            h3. Summary

            When a customer already exists in a Service Desk, if I re-invite them using an email address, nothing happens. It will be silently ignored.
            h3. Steps to Reproduce
             # Go to the 'Customers' page in a Service Desk
             # Invite a customer, by clicking 'Invite', enter an email and click 'Send invites'
             ** The invite will be sent
             # Do the same process again _with the same email address_

            h3. Expected Results

            Either:
             * A new invite email is send (if this process was done twice, is most likely because the first one didn't work) or warn the user that a customer with that email already exists and no email will be sent.
             * No invite is sent, but I receive a message informing me this user is already a customer, but would I like to resend the invitation to this Service Desk

            h3. Workaround

            Depending on the type of invitation:
             - The initial invitation containing the link to set a password will only ever be sent once, when the user is initially created. After this time, the Forgot password link can be used.
             - Invitations to different Service Desks send a new invite email each time, and these are what can be re-sent.

              7ad1551c39c0 BK Paton
              jsilveira Jaime S
              Votes:
              190 Vote for this issue
              Watchers:
              126 Start watching this issue

                Created:
                Updated:
                Resolved: