In some cases, a customer user might experience the following issue in the JSM portal in Teams:

This can have different reasons.

Missing permission

We have observed that in some rare cases, our app does not get the correct set of permissions in Jira Cloud. If that happens, we are not able to fetch any user information, which is necessary for this to work. You can fix this by following the steps below.

  1. Go to your Jira site and to “Global permissions” (<>/secure/admin/GlobalPermissions!default.jspa)

  2. Add the “Browse users and groups” to the “atlassian-addons-admin” group (on the very bottom of that page). Afterwards the login should work.

User with email address does not exist

It’s also possible that the email address used for the Jira user is not equal to the primary email address of the user (e.g. using an alias, or a legacy name, e.g. before marriage). Make sure that the email address shown in the error message actually belongs to a valid Jira customer user. It’s also possible that the user does not exist (yet) and you have turned off automatically creating customers in our app settings. In that case, make sure to sync your customer users through other means, e.g. from AzureAD.