why am I unable to add certain customers to Jira Service Management?

[John Rigali]

I manually add customers to Jira Service Management per https://confluence.atlassian.com/servicedesk025/managing-customers-754977400.html.

In the past, I've tried to add certain customers (all of them co-workers) without success, resulting in the error response shown below.  I had my team leader try to add those customers, which succeeded.

I'm now trying to add a customer and getting the same error response, and my team leader also gets that error response when he tries to add that customer.  How can these failures be eliminated?

[Kian Stack Mumo Systems · Accepted solution]

@John Rigali, 

I see the same error if the user I am trying to add already exists in Jira but is an inactive user. I'd have your site admin check on the customers you are trying to add.

[John Rigali]

My team leader is our site admin.  He informed me that the intended customer doesn't already exist in Jira.  As I pointed out, my team leader gets the same error response when he tries to add the intended customer.

[Kian Stack Mumo Systems]

Can you ask him to look underneath the Jira Service Management section of user management? JSM customers are typically found there and can be deactived. A deactivated customer account would also result in that error.

[John Rigali]

He found the intended customer there.  He successfully added her.  Thanks, Kian!