Email Signup Temporarily Unavailable for Customer Invites and Requests

Summary

When allowing customers to self-sign up and Channel access is Open, email from new customers fails. Also, agents can't manually invite customers to projects.

Solution

Inviting customers issue

If agents try to add these customers to the Customer page manually, they receive the error "Successfully added 0 customers. The following customers could not be added."

However, the action to invite the new customer might work on another JSM project.

Service Project Customer - Portal Access permissions

This happens when the "Service Project Customer - Portal Access" security type is not assigned to the necessary permissions. If this problem applies to your case, you will see an error warning at the top right of your project suggesting some issues with the project configuration:

If you click on "View error details and repair the problem" > "Show errors", you will see that the "Service Project Customer - Portal Access" security type is missing some permissions. Here is an example:

The issue occurs because the Service Project Customer—Portal Access security type lacks the necessary permissions for customers to view the project portal and raise requests.

Also, it's not recommended to remove/change the default permissions from the permission scheme of JSM for the following roles:

• Administrator.

• Service Project Customer - Portal Access.

• Service Desk Team.

Some of the permissions associated with these roles have backend functions, and removing them might cause the portal functionalities to have unexpected behavior.

Fix permissions

Apply the Fix permissions for the pop-up error to restore the default permissions.