Summary

It is not possible to add a new request participant if an inactive user exist in the request participant list

Customer Impact

• User unable to add new request participant

Environment

• JIRA Service Desk

Steps to Reproduce

1. Go to People > Request Participant
2. Add a request participant to a list of already existing participant that include at least 1 existing inactive user
3. Click confirm button
4. An error appear "Cannot add user <User Name> because they are not a customer on this service desk"

Expected Results

New user is added as a request participant

Actual Results

An error appear "Cannot add user <User Name> because they are not a customer on this service desk"

Workaround

Remove inactive user and add the new user as a request participant.

Note : Inactive user is prevented from being added as it is part of Jira business logic. This is expected. When adding a new user, the existing values in the field are being treated as a new input and will do a check on all values instead of just the new value. There is some need to retain the old users for historical and for when the user need to be reactivated.