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  1. Jira Service Management Cloud
  2. JSDCLOUD-6329

Customer invitation dialog text incorrectly suggests existing customers will receive invitation emails.

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      Summary

      1. When an existing customer account is added to a new Service Desk project, they do not receive an invite although when adding them to a project, even though the text clearly states Customers will receive an invitation email. Go to customer notifications to view or customize the invitation email.
      2. Exisiting Customers to a project in ( Project settings > customers page ) when added to an organization ( Project settings > Customers > Organization ) , also shows a pop-up message " They will receive an email invitation shortly and their details will be visible in the table soon )  

      Steps to Reproduce

      1. Make sure the customer notification for Customer invited is enabled.
      2. navigate to Project > Customer.
      3. Click on Add customers, add an existing customer account to the project customer list.

      Expected Results

      The customer receives an invite.

      Actual Results

      The customer does not receives an invite.

      Notes

      Jira/Confluence licensed users are also affected when they are added as customers to a new Service Desk project.

      Workaround

      The article Customer is not receiving invitation emails when invited to a Service Management project may offer some workarounds for some scenarios.

          Form Name

            [JSDCLOUD-6329] Customer invitation dialog text incorrectly suggests existing customers will receive invitation emails.

            Nicole made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 906146 ]
            SET Analytics Bot made changes -
            UIS Original: 8 New: 23
            Andrea made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: In Progress [ 3 ] New: Closed [ 6 ]

            Andrea added a comment -

            Hi all,

            We have resolved this bug by updating the in-product text to make it clearer that existing customers will not receive invitation emails when being re-added to a project or added to another project. We hope this reduces the confusion.

            If you were watching this ticket because you want invites to be sent when an existing customer is added to a project (even if an invite has already been sent previously), please raise a Suggestion and outline your use case and we will look at any further improvements we can make in this space.

            Thanks,
            Andrea

            Andrea added a comment - Hi all, We have resolved this bug by updating the in-product text to make it clearer that existing customers will not receive invitation emails when being re-added to a project or added to another project. We hope this reduces the confusion. If you were watching this ticket because you want invites to be sent when an existing customer is added to a project (even if an invite has already been sent previously), please raise a Suggestion and outline your use case and we will look at any further improvements we can make in this space. Thanks, Andrea
            Veronica Wondo made changes -
            Status Original: Long Term Backlog [ 12073 ] New: In Progress [ 3 ]
            SET Analytics Bot made changes -
            UIS Original: 10 New: 8
            Nicole made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 900416 ]
            Andrea made changes -
            Labels Original: orange New: RIBS-SHORT orange
            SET Analytics Bot made changes -
            Support reference count Original: 77 New: 78
            SET Analytics Bot made changes -
            UIS Original: 8 New: 10

              a1217920d496 Ash Young
              nmohdkhalid Nabil
              Affected customers:
              12 This affects my team
              Watchers:
              33 Start watching this issue

                Created:
                Updated:
                Resolved: