Issue with "Token is either expired or not valid"

[Kyriakos Papadimos]

Through the Service Desk project, we invited (added) a customer to a Service Desk organization. The received an automated invitation email, with a link pointing to the Service Desk Portal, in order for the customer to create initiate his name/surname and his password.

The customer did not immediately pressed the portal link from his email, but instead he waited for three days in order to do so.

When he pressed the link, he was presented with a page saying: "Token is either expired or not valid" and a button saying "Log in here".

So, the customer has no practical way to inform the our Service Desk agents about this incident.

How can we overcome this?

[Victor Mutambuki]

Kyriakos,

Try to delete and re-add user. This might result to another re-inviete.

Victor

[Kyriakos Papadimos]

Thanks, but this is not what we want.

We are not supposed to know that this has happened to the customer.

The problem is that we need the customer to be able to notify us after this incident has occurred. 

So, customizing the alert page with some button, or functionality that will give the opportunity to the customer to communicate the experience.

Thanks

[Daniel Eads]

Hi Kyriakos,

In general, I would suggest customizing the invitation email to include some text like "Problems? Please contact us at email@yourcompany.com". However as you may have seen on another question you asked today, invitation email customizations haven't been implemented yet for Jira Service Desk Server. I suggest voting for and watching JSDSERVER-1386.

As Victor mentioned, to resolve this for the customer once you know about the issue, simply invite the user again. Since JSD Server version 3.3.0, inviting the user again will send a new invitation email.

Thanks,
Daniel