Issue with Inviting Agents from Specific Domains in Jira Service Management

[Dinonath Khan]

Hi Atlassian Community,

We’ve encountered an issue while inviting agents to our Jira Service Management instance.

Here’s what we did:

Navigated to Settings > User Management > Users > Invite Users. Provided the email address and assigned the role of "Agent" to the invited users.

Users with email addresses from our domain (@mediamint.com), as well as those from Gmail and Outlook, successfully received the invitation and were able to log in as agents. However, when inviting users with email addresses from the @Cox.com domain, they are unable to log in. Instead, they are prompted for approval. My question is whether this restriction is coming from Jira Service Management itself, or if it might be a restriction imposed by the @Cox.com domain.

I’ve attached a screenshot for reference.

Thanks in advance for your help!

[Trudy Claspill · Accepted solution]

Hello @Dinonath Khan 

Given that the message says "cox" right at the top I would hazard a guess that it is being presented by Cox, and the users will have to contact the support team at Cox about it.