Problem

During the migration process for certain customer sites as part of the new Jira Service Management Customer role, existing internal customers (those with Atlassian Accounts) lose access to the customer portal.

Prior to the Jira Service Management dedicated Customer role, as long as an Atlassian Account holder on the site had site access, they were able to access the portal and any Jira Service Management projects they had permission to use. With the introduction of the new Customer role, site access alone is no longer enough for portal and project access and the user has to be granted the Customer role.

Steps to Reproduce

This is not a user initiated action and is part of a deployment when rolling out the feature.

1. System triggers the deployment of the feature and initiates a migration of the existing user base to the Customer role
2. This should add users who had site access but no product access to the Jira Service Management - Customer role via the group jira-servicemanagement-customer-yoursitename group
3. The deployment fails to add the users to the above group

Expected Results

Users with previous Jira Service Management portal-access through having site access are added to the new role and group and there is no impact seen from an end user perspective.

Actual Results

Users retain their site access but are not added to the Customer role, therefore losing access to Jira Service Management projects and the customer portal.

Workaround

Granting the users Jira Service Management - Customer role should resolve the issue. When working with a large user base that needs to be updated, using the Jira Cloud REST API - Add user to group can speed up the process.

Retrieving the group id from the user interface on the Admin Hub will depend on the user management experience the site has configured, however as the API documentation states the group name can be used, which should be jira-servicemanagement-customers-yoursitename.