Customers disappear on creation

[Jiraadmin]

Hello, 

we prepared our System for weeks now und we need to add our customers today. When we add customers to a project I get the message that the customer has been added successfully and they should receive an invitation E-mail. When I reload the customers Page in the project the customer dissapeared. The customer does get an invitation E-mail but when he presses the link it says it's expired. I Invite users as the Project/Site Admin.

3 Weeks ago it worked just fine in the testing stage and we didn't change site permissions since.

[André]

We're currently facing the same issue. Anybody knows how this got fixed?

Steps to reproduce:

• Create an organization within a service-desk project.
• Add customer to this org. 
• The customer is added to the org. but disappears shortly after.

[Volodymyr Sokolovskyi]

Have absolutely the same issue. 

Raised a ticket to Atlassian support.

[Volodymyr Sokolovskyi]

Update:

Atlassian support guys have fixed my issue pretty fast.

Thanks!

[Mónica Gamarra]

Hi 

I'm facing the same problem at this moment, can you share the solution?

[Alexandre FONTENAILLE]

Hello, 

We also encountered this strange behavior : we added today 2 customers to an organization, but when we refresh the organization page, all people previously added disappeared. 

Any idea about what happens ?

[Rafael Lambelin]

Haha that's pretty funny, I'm having the issue exactly today as well.

If it's any consolation (especially since nobody has mentioned this here it seems), for us it usually resolves itself after an hour max 2 on it's own.

It seems to be some kind of caching issue. (it might not be the same for you, just saying it might be worthwhile also trying again in an hour or so)

[Alexandre FONTENAILLE]

Hello Rafael, 

Good to know we were not alone :D
Effectively, after waiting for a moment, it resolved itself : the customers list is finally correctly displayed. 

[Michael Mann]

I am facing the same issue and it has not been resolved. Customers are stating that they have not been able to view tickets for weeks.

[Marta Adzgauskaite]

I am facing the same issue.

[Moran Schneider]

Hey,

I'm facing the same problem.
Any solution for this issue ?

[Jack Brickey]

Hi @Moran Schneider , this is a pretty old post, and I kind of doubt that your issue is the same. It could be that there is some regression, and this needs to be reported to Atlassian support. However, feel free to share the details of exactly what you are experiencing some things to answer:

• is this happening on multiple projects?
• Are these customers in organizations?
• Do the customers appear initially and then disappear?
• What happens if one of the customers that disappears attempts to open a ticket?

[Moran Schneider]

Sorry it was in the wrong post.

I have problem with disappearing customer right after I add them to the organization.

lets say, I have my Email to ORG-IT, right after I refreshed the E-mail is gone, without any error or something to troubleshooting.

Adding a new Customer:

getting the notification:

refreshed the site and then:

the customer disappear.

Thank you for your reply! @Jack Brickey 

[Moran Schneider]

By the way, about this error,
it doesn't show the customers that you added to the ORG
BUT
it still works and adds the customers to the ORG that you assigned them to

[Rafael Fehlberg]

We are having same issue here. Yesterday we tried to create 4 times same customer, every time said that worked. But after refreshing the page, this customer disappeared.

[Jiraadmin]

Works again for me.

[Kevin Hayashi]

I'm experiencing the same exact issue.  This is a fresh install with default settings and when I add a customer it sends out the invitation but the link is invalid.  Going back to the customers, the list is empty.

I tried creating a new organization and adding the user to the organization but that did not work either.

[Jack Brickey]

do you have any organizations if so please check in them for the missing customers. also go to project settings > people and look there. finally go to admin (COG) > user management > jira service management and check there.

[Kevin]

We have the exact same problem. Though i can confirm the customers get added to the site but not to the project and are not selectable in any list inside the project.

[Jiraadmin]

Ok as of now it works again for me

[Jack Brickey]

Thanks. Indeed it appears to have been an issue/bug that Atlassian has addressed.

[Emmanuel F-D]

@Jack Brickey Any news on this bug, I have the same issue/problem on my projects.

when I add the customer I get the message that the customer has been added successfully like always. When I reload the page the customer dissapeared and when I try to search (on the search bar) the members on the project I'm able to see the name of the customer that I have added but When I click the organization folder I dont see the customer name and email address on the list. 

[Jack Brickey]

Hi @Emmanuel F-D , You might want to reach out to Atlassian support directly. I am not seeing this issue myself.

[dayton]

Hey @Emmanuel F-D , we started seeing this same issue today.  I opened a ticket with support this morning but no response yet.  

[Emmanuel F-D]

@dayton I also opened a ticket in the afternoon, let me know if they answer you during the next days

[dayton]

@Emmanuel F-D Here is the bug that the Atlassian Support Team linked me to: https://jira.atlassian.com/browse/JRACLOUD-78408.

Here is their statement on the issue:

At this moment we don't have a workaround for this, checking the database we can see that the customers are listed inside the organization. Checking the portal they can also their organization's tickets. This bug is only affecting the organization list in the UI.
The developers are investigating this issue and as soon as we have additional information we will update it in the bug report.

[dongbin_yang]

same problem here!!

[Joseph Baker-Coady]

Same here too. I tried adding to ORG and without. same issue. the user gets an email but the customer account is no longer there.