Resolve invitation email issues in Jira Service Management Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
When a customer is invited to a Jira Service Management space, they don't receive an invitation email.
Solution
What prevents customers from receiving the invite?
A customer who does not receive an invite maps to one of six scenarios. Check them in order — the first three cover most cases:
Customer-invited notification is disabled in the space.
Customer already exists on the site (expected — no re-invite).
Email suppressed by Atlassian's ESP (SparkPost/SendGrid).
Outgoing mail is disabled on the site.
Customer created via the "Add service space customer" Automation action.
User disabled product invitations in their Atlassian account email settings.
Fixing each scenario
Scenario 1: Customer-invited notification is disabled in the space
The Customer invited notification is turned off (disabled) in the Service space from which the customer is being invited. Kindly follow these steps to verify whether the Customer Invited notification is enabled:
In the service space, go to Space Settings > Notifications > Customer Notifications.
Check for the Customer invited notification.
Verify whether this notification has been enabled.
If not, enable the toggle next to it.
Scenario 2: Customer already exists on the site
The customer being invited to the space 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 space 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: Email suppressed by Atlassian's ESP
The customer's email address has been suppressed by the ESPs because the recipient's 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 space's Customers page and click Resend Invite, which will cause Jira to resend 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 on the site
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 created via the "Add service space customer" Automation action
At the moment, when customers are created via automation, no invitation email is sent, even though customer notification for customer invites is enabled. As a workaround, add the "Send Email" action after the "Add service space customer". This is also tracked on the following:
Scenario 6: User disabled product invitations in their Atlassian account email settings
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 to a space as a customer.
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.
After applying the matching fix, re-invite a test customer and confirm the invitation email is delivered.
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