Adding an Existing Internal Jira user to a Service Management Organization as a Customer

[Tamara Schacham]

I'm trying to add an existing internal Jira user to a Service Management Organization but I get the following pop-up and the user is not added. 

The other people in this organization are also internal jira users and one is also an admin.

[Joseph Chung Yin · Accepted solution]

@Tamara Schacham -

Have you check to see if the specific user account has a valid email address?  

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Tamara Schacham]

Thanks, Joseph!

The email is valid. But, when I checked, I noticed that there are two accounts with the same email, and one of them is inactive.  That's the one getting picked up when I try to add the customer. 

I'll see if I can work around this.

[Tamara Schacham]

I tried adding the customer with his username (which was unique) instead of his email ID, and it worked.

[Joseph Chung Yin]

@Tamara Schacham -

The inactive account should be either removed from your env or change the email address, so the active account has a unique email address.

Best, Joseph