Issue Summary

When a new sandbox instance is created, the customer account ID (portal-only) doesn't remain the same as the production instance. This is expected behavior as customer account is created at site level, but user account is created at org level.

However, some inconsistencies are noticed:

1) Customer account ID does not contain qm part:

However, the discrepancy is that customer accounts in sandbox are being created without "qm" mention, which is not the default for customer accounts - this behavior is not noticed in production instance.

As a result, when trying any simple action in the user as revoking access, we can the error message:

Something went wrong / Try again later. 
In the inspect mode we have the following message:

"message": "Request validation failed: Parameter (accountId) does not match required pattern: ^qm:[a-zA-Z0-9-]+:[a-zA-Z0-9-]+$" 

2) Duplicate customer accounts are created:

In sandbox, if we access admin.atlassian.com > Jira Service Management, we will be able to notice duplicate customer accounts (for users without Atlassian Account) for the same email address, what can cause confusion.

3) Customer account export does not work:

When using customer export option in the sandbox, only a few users are exported, and most of them don't appear in the file.

Steps to Reproduce

1. A sandbox should be created if it does not exist already.
2. In the sandbox instance Go to User management -> Jira Service Management -> Portal customers, you will see that portal-only customers have been copied from the production site.
   NOTE: Portal-only customers can be copied Manage product sandboxes.
   
3. Click on the 3 dots for any of the customers to select Revoke access or Delete account. 

Expected Results

The portal-only customers should be deleted from the sandbox instance or permissions should be revoked. 

Actual Results

The portal-only customer are not being deleted or their permission is not being revoked, the following error can be found in dev console.

{ "errorKey": "bad-request-format", "errorDetail": { "message": "Request validation failed: Parameter (accountId) does not match required pattern: ^qm:[a-zA-Z0-9-]+:[a-zA-Z0-9-]+$", "paramName": "accountId", "path": "paths->/directory/{directoryId}/user/{accountId}->parameters->1" } }  

Workaround

Reach out to the Atlassian support team, so that we can assist you with the workaround for this issue.