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

1. Add a user to JIRA
2. Create a JIRA Issue as the user, assign issue to user, or add comment as user
3. Delete the user from JIRA, or mark the user as inactive (both trigger the same results)
4. 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

1. Visit User Management on the instance (https://<instance>.atlassian.net/admin/users)
2. 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
3. After the User has been added, select Restricted Portal access
4. Proceed to the Service Desk and re-invite the Customer

Workaround if user has been deactivated

1. Check the inactive users in User Management (https://<instance>.atlassian.net/admin/users?activeFilter=inactive)
2. Navigate to the user's User Management profile
3. Remove from any unwanted Groups/Applications
4. Re-activate user
5. Invite to Service Desk