Overview
This document is for a project Agent or team member needing to add a customer into their project in order to communicate with them. Adding a customer to your project will enable them to be Request Participants and/or use the Customer Portal in the future.
Requires Service Desk Agent or Project Administrator role within corresponding project.
Agent Unable To Add syr.edu Account As Customer
Service Desk Agents can add users that don't exist from any domain as a customer, EXCEPT for users from the syr.edu domain. This is due to the syr.edu being a managed domain, only modifiable by the Application Admins.
Vendor documentation: https://confluence.atlassian.com/jirakb/agents-cannot-add-new-customers-to-jira-service-management-projects-1295815386.html
Adding Customer
From the project, locate the Customers link on the left-nav bar of your project.
The Customers screen will display showing all current customers. In the upper right hand corner you'll find a "Add Customers".
Correctly type in the email address and leave the Organization blank.
To learn more about adding Customers, please see the Atlassian page: https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/