Inviting customers to report a bug in the Jira Service Desk

[Gaurish Smit]

Hi Jira Support,

I've set up a Service Desk for internal use to report bugs. However, when I add a "customer" that already has a Jira account, they don't receive a link via mail to log in and report a bug.

But when I add myself as a customer via my private mail, I do receive the link to report a bug. 

How do I add employees within my own organisation to report a bug via the Service Desk in a way that they do receive the invitation?

Thank you in advance

[Els Bassant · Accepted solution]

Hi Gaurish, 

Welcome to the community!

Your private email receives a link to sign up for a customer account when you invite them as a customer (because there is no existing Jira account).

Your internal customers that already have a jira account don't need to sign up, their account is already known. You can just send them the link to your Service Portal instead.

If the use of the Service Desk is new within your organisation it is good to promote it. Make sure that your users know where to find the Service Desk and what it can be used for by sending communications. 

ps: instead of individualy inviting existing users as customers one by one, it may be easier to add a user group to the Servide Desk Customer role instead. This way everyone in that group gets access to the Service Portal.

Hope this helps!

Els

[Gaurish Smit]

Hi Els,

Thank you so much. I found the link to the portal and can share it with my colleagues :)

I appreciate it!