is not a valid email address error when adding customer

[Deleted user]

Hi,

I'm getting the error "is not a valid email address" when trying to add customers to an certain Jira Servicemanagement Customer portal.

I do the following:

Customers in the Jira Servicemanagement project, and click on "add customers".

This is not an problem that i have on all the Jira Servicemanagent projects, but only a certain.

I have cross checked the Customer permissions, Portal settings, but no mismatching.

Best regards,

Ronit Jalimsing

[Support Lab]

If you try the above you would make sure that the account is not given a license to your instance if that is not desirable

Also check some other posts about similar about email address being in deactivated state

https://community.atlassian.com/t5/Jira-Service-Management/Cannot-add-customers-Says-invalid-email/qaq-p/1400306

[Support Team [Clearvision]]

Hi Ronit

There have been a few bugs before regarding certain characters in email addresses eg.

https://jira.atlassian.com/browse/JSDCLOUD-3579

So without disclosing the email of the customer you are trying to add it maybe worth confirming if there are any characters that Jira maybe considering invalid

[Deleted user]

Hi,

Thanks for you're reply. But as i stated, this is problem is not with all the jira servicemanagement project that we have.

Best regards,

Ronit Jalimsing

[Support Team [Clearvision]]

Hi Ronit

Ok that's strange, are you using JSM on Atlassian cloud or a server / dc instance and are the service management projects all on the same instance

[Deleted user]

Yes, on Atlassian Cloud. And the service management project are all on the same instance.

[Support Team [Clearvision]]

Hi Ronit

Do you have a screenshot of the error you get?

[Deleted user]

[Support Team [Clearvision]]

Hi Ronit 

So you were able to add the exact same email address as customer to another service management project in your cloud instance without getting this error?

Does the same error happen if you add the email through project settings -> People -> add the email address to service desk customers role ?

[Support Lab]

If you try the above you would make sure that the account is not given a license to your instance if that is not desirable

Also check some other posts about similar about email address being in deactivated state

https://community.atlassian.com/t5/Jira-Service-Management/Cannot-add-customers-Says-invalid-email/qaq-p/1400306

[Deleted user]

@Support Team [Clearvision] the suggestion you made, let's me add the customer. I can add the customer trough this way, but still not trough Customer > Add Customer.

After i added the customer with the way you provided, i could add this customer to it's orgazination.

But it's still strange that it's not possible via Customers > Add Customer.

[Support Team [Clearvision]]

Hi Ronit.

Ok, I think as the other poster mentioned this way may possibly add them as a licensed Atlassian user so you may want to double check that. I would say contact Atlassian support as sounds like ay be a bug in the add customer functionality