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Bug
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Resolution: Fixed
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Low
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Severity 3 - Minor
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Summary
Unable to invite a Customer to a Service Desk that is currently either an inactive user, or the user was removed from the instance and still is associated with a JIRA issue(reporter, assignee, or comment added).
This is due to the user having already existed in JIRA and has association with a JIRA Issue, therefore JIRA is maintaining a copy of the user in its database.
Environment
- JIRA 7.1.0-OD-05-006
- JIRA Service Desk 3.1.0-OD-12-001
Steps to Reproduce
- Add a user to JIRA
- Create a JIRA Issue as the user, assign issue to user, or add comment as user
- Delete the user from JIRA, or mark the user as inactive (both trigger the same results)
- Try to invite the user to Service Desk Project as Customer
Expected Results
An error should be displayed with more accurate verbage regarding the issue, and provided documentation/direction on how to fix.
Actual Results
Receive vague/unhelpful error Could not invite some customers, user not found.
Workaround if user has been removed entirely
- Visit User Management on the instance (https://<instance>.atlassian.net/admin/users)
- Click Create User and re-create the user with the email address that failed the Service Desk customer invite.
- When creating the user, ensure that no application access is selected
- After the User has been added, select Restricted Portal access
- Proceed to the Service Desk and re-invite the Customer
Workaround if user has been deactivated
- Check the inactive users in User Management (https://<instance>.atlassian.net/admin/users?activeFilter=inactive)
- Navigate to the user's User Management profile
- Remove from any unwanted Groups/Applications
- Re-activate user
- Invite to Service Desk
- is related to
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- Closed
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- was cloned as
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TESLA-249 Failed to load
[JSDCLOUD-5043] As an admin, Could Not Invite Some Customers, User Not Found when inviting a user
Spenser Rubin
added a comment - Atlassian,
I'm thrilled that I was pointed to a workaround for this bug. We've been plagued by quite a few users that are mysteriously unable to access our Service Desk because of this. The workaround is fine for now, I hope you can get this fixed soon.
Is there a way to identify all of my inactive users so I can restore their access all at once?
Thanks!
Spenser Rubin
added a comment - Atlassian,
I'm thrilled that I was pointed to a workaround for this bug. We've been plagued by quite a few users that are mysteriously unable to access our Service Desk because of this. The workaround is fine for now, I hope you can get this fixed soon.
Is there a way to identify all of my inactive users so I can restore their access all at once?
Thanks! Hi
I being having issue when inviting customers to multiple projects which is critical since i am unable to add same customer to multiple projects. Await fix for the above solution.
Regards
Dinuk
This seems to be yet another situation where we are being told to grant someone Global Admin rights to work aound this issue. The person who manages our serive desk does not have global rights and cannot perform the work around steps as outlined here. Just as with the Start // Manage Sprint situation, you are now telling us to grant Global Admin rights or further burden the I.T. support staff with more tasks.
Is there an ETA for when this issue will be resolved, as this is very disruptive to my team. We would prefer that our client-facing Service Desk team manage this process, not the internal I.T. support team.