Resolve invitation email issues in Jira Service Management Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
When a customer is invited to a Jira Service Management project, they don't receive an invitation email.
Solution
What prevents customers from receiving the invite?
The customer will not receive an invitation email because of one of the following scenarios:
Scenario 1: The customer invitation email is disabled in the service project.
Scenario 2: The customer is an existing customer on the cloud site.
Scenario 3: The customer's email address has been suppressed by Atlassian's Email Service Providers(ESPs):-Sparkpost or Sendgrid.
Scenario 4: Outgoing mail is disabled on the site.
Scenario 5: Customer is created using "Add service project customer" Automation action.
Scenario 6: Existing user disabled product invitations in their Atlassian account Email settings.
Fixing each scenario
Scenario 1: Customer invitation email disabled
The Customer invited notification is turned off (disabled) in the Service project from which the customer is being invited. Kindly follow these steps to verify whether the Customer Invited notification is enabled:
In the service project, go to Project Settings > Customer Notifications.
Under Notifications, check for Customer invited notification.
Verify whether this notification has been enabled.
If not, enable the toggle next to it.
Scenario 2: Customer already exists
The customer being invited to the project already exists on your site, so Jira will not send an invite to this user again. This is an expected behavior.
Add the customer to the service project using the Customers > Add Customer option.
If the customer does not have access to their portal account, they can reset the password using the "Forgot your password? " link on the Portal. A Site-admin can also set a dummy password for the customer (Change password for portal-only customers).
Scenario 3: The email address is suppressed
The customer's email address has been suppressed by the ESP's because the recipient email server responded with a permanent 5xx SMTP error. This prevents future attempts to deliver emails to this recipient until they are unsuppressed.
You can go to your project's Customers page and click Resend Invite, which will cause Jira to reattempt to send them the notification. Then, you can go to Customer notification logs to confirm whether the Invite was sent (if it fails, a log will be there).
For more details on what may cause this, please refer to: Jira Cloud email notification suppression list and why users don't receive email notification.
Scenario 4: Outgoing mail is disabled
A Jira admin or a site admin will need to navigate to Settings > System > Outgoing mail and make sure that outgoing mail is enabled.
Scenario 5: Customer added via automation
At the moment, when customers are created via automation, it doesn't send an invitation email even though the customer notification for customer invites are enabled. As a workaround, add the "Send Email" action after the "Add service project customer". This is also tracked on the following:
Scenario 6: User disabled Product invitation emails
The user already has an Atlassian account and has unsubscribed from product invitations.
When you Invite a user on a site level, their existing Atlassian account is added, but they won't get an invite if they have disabled product invitation notifications. This can also happen if your customer access settings are configured so that the user's Atlassian account is invited as a customer to a project.
The user will need to Manage their email and notification preferences and resubscribe to Product Invitations in their account Email settings. The steps to reactivate this notification type are:
Select your avatar in the navigation.
Select Account settings > Email.
Select the link, email preferences center.
Check the box for Product Invitations.
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