Jira Service Management now provides clearer, more accurate error messages when users or agents try to add an email address that doesn’t have access to a service project. These improved messages help admins and agents quickly identify if an issue is caused by project permissions or configuration settings rather than a generic system error.
To get started with this change:
Go to your service project and select an existing request.
Select Share or go to the Request participants field.
Enter an email address that doesn't have access to the service project or organization.
View the updated error message explaining why the user can't be added.
Key changes
Replaced generic "something went wrong" error pages with specific messages that describe the access issue.
Updated error message language to be admin-focused and written in the third person to avoid confusion about who needs to take action.
Standardized error handling to ensure consistent behavior across both the agent view and the portal.
Benefits
Reduces support load for admins by providing specific reasons why an email address can't be added.
Eliminates confusion for help seekers by explaining why they can't share a request with certain users.
Helps agents and admins quickly distinguish between permission restrictions and product bugs.
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