Summary

Currently when we are sharing a request with customer, sometimes customer did not receive the shared request. Further digging into this behavior we notice that JIRA service desk recognize email as case sensitive.

Environment

• JIRA service desk version 3.5.2
• JIRA service desk version 3.9.0

Steps to Reproduce

1. Create a customer with let say email address test@gmail.com
2. Share a service desk request with this customer using test@gmail.com, it works fine.
3. Remove the user as request participant and now try to share the same request to Test@gmail.com

Note that in the last step the email is written in capital letter.

Expected Results

The email request is correctly shared regardless of the email is case sensitive or not. (all mail server works in this way)

Actual Results

When email address is entered as case sensitive below error is shown at customer portal:

Workaround

No workaround is available at the moment.