Unable to create customer

[Dirk Conzelmann]

Today I am not able to create a customer like I always did before.

It happens that I have to create a ticket by forwarding a email.

Then I have to change the author from me to a new customer email.

So I goto JSD->Customer -> Add Customer -> Type in the email

Then the new customers´ email appears in the list of customers.

When I swich back to the ticket I reload the page and try to change the authors email address but i t does not work.

When I switch back to the "Customer" page an search for the email it doesn't show.

I tried it again and again but it did not work.

What can I do?

[Jack Brickey]

After adding the customer can you check under Project settings > People and see if the just added customer is listed? Also, If you have admin privileges, it might be worth checking to see if the customer is listed under the Jira Admin area (cog icon in upper right) > user management > Jira Service Desk.

[Dirk Conzelmann]

Hi Jack, thank you for your fast reply. I have admin privileges.

Here is what you'ver requested. The new user is missing.

On my first post there is a screenshot that shows that after inserting the entry is listed.

And yes, I am in the list of administrators:

Is there a system log where I can see failed operations?

[Jack Brickey]

You can try to look in Jira admin area under System > audit log. However it seems clear that it is not being added. Have you tried adding other customers? If not could you do so. I’m trying to understand if it is something with this particular user/email or any emails. Can you check under the Jira > user management area for this user?

[Dirk Conzelmann]

Hi this is interesting - according to the log the user has been created by me

But again if I search in JSD I get no results, just like before:

I have added a new customer with my own email address "info@dirk-conzelmann.de"

But it is the same

The same is with the audit log...

Any ideas?

[Dirk Conzelmann]

The problem disappeared. I was able to add my info@dirk-conzelmann.de address.

[Dirk Conzelmann]

Ok unfortunately the problem still exists. The Email from our customer "...@insys-tec.de" still does not work. 

[Dirk Conzelmann]

Ok now it works but I am not sure why. I could successfully change the authors´ email address to "...@insis-tec.de"