Deleted users and then adding as a customer

[Brett Gaborit]

Hi,

I initially create a Jira user account, but turns out (through my initial lack of understanding) that they didn't need to be a user, just a customer that we added to an organization in the service desk.

However even though I have DELETED the user account completely, when I try to add the email address to service desk (as stated, a customer within an organisation), the original user (first name / surname) appears, and the email address is NOT sent an email, meaning they have no way of accessing their service desk page and list of requests.

I understand this may be because accounts are never physically deleted, but why does this stop the user from receiving emails to join the service desk?

Cheers, Brett.

[Angélica Luz]

Hi Brett,

Thank you for the details.
When you add a user, they are automatically assigned to an Atlassian account, that's why that even deleting this user when you add them again, it will show the full name they choose on id.atlassian.com.
If you are adding the customer directly on customers' page, they should receive an invitation to login in the customer portal.
As a test, can you send this customer the direct link of the customer portal to check if they can log in?
If they were not able to set a password, please go to Site administration > Jira Service Desk and set a password for the customer.
After that, please ask them to create a ticket to confirm if they will receive notifications.
This is just to check if for future tickets they will receive notifications.

Regards,
Angélica