Hi everyone,

Thanks for all of the feedback on this ticket so far. We're tracking this same request on ID-7151, so I'm closing off this ticket as a duplicate. I encourage you all to go and watch / vote for ID-7151 instead.

In the meantime, I would also love to chat to some of you to learn more about your use case here, and what your expected behaviour is when users already have a portal-only account. If you have some time available, and are interested in sharing more about your use case, please send me an email at  ayang@atlassian.com along with your timezone, and we can schedule a time to chat!

I'm looking forward to hearing from you all! 

Thanks,
Aneita

This issue is really annoying. It also stops automation rule from working properly. We had to delete the Atlassian accounts and sent invitations again and again. Please resolve this issue asap. 

Hi @Aneita,

We just came across this issue. I am not sure how this has not received the attention that it should.

Why we should have 1 user with multiple accounts? This will confuse customers, agents, and admins. 

Shouldn't the system automatically migrate a portal customer to Atlassian once the user is created in Atlassian?

This way we do not have a customer with 2 accounts which in turns prevent confusion for customer and agent as well as less work for admins. I cannot think of any scenario where there will be the benefit of having 2 accounts (portal customer and Atlassian) for the same customer/user.

FYI We disabled all the service portal customers and we created them in Jira Users Administration. When I do bulk import CSV issues and I do it often then issues get created as disabled user(service portal). Doesn't make any logic to have a inactive reporter.

Thanks for commenting Greg!

The behaviour described in your linked page, while accurate highlights exactly where the problem lies:

If a portal-only customer is invited to an Atlassian application, you'll see a note in their profile prompting you to migrate them to an Atlassian account. If you don't migrate the user, then they can't view requests they sent as a portal-only user.

Scenario

A customer who previously only had a portal login for our site may one day create an Atlassian ID account, and then head back over to our host URL.

Problem

All of a sudden, they cannot see their old requests! They have zero information telling them why this has happened.

If we are lucky, the customer lets us know. If they do not, then we have no way of knowing unless we manually go through thousands of profiles and check. This "fix" that the admin performs is not a permanent one - as soon as another existing customer logs in with their Atlassian ID (same email) the problem is there again (but we can't see it). And so the cycle continues.

Suggestion

Why not automatically migrate the portal account when the customer first logs in with their full Atlassian ID account? Then if this occurs, set their Atlassian ID account to have only portal access like before, and voilà! Seamless transition. You could even tell the customer via a AUI flag or email that the migration happened on this host if you really wanted to be nice. I suppose this could be a configurable behaviour via Site Administration if you needed to.

Please see our KB for Managing Jira Service Desk Customer accounts here:

• https://confluence.atlassian.com/cloud/manage-jira-service-desk-customer-accounts-913213935.html 

This is actually working as designed. The pros and cons of being a Portal only user versus being a user with an Atlassian account are described in detail. If you want the Portal only user to have more access, then you can convert them to an Atlassian account. The fact that they can have the same email is warranted, as they are 2 separate accounts. 

Specifically

When you migrate a customer to Atlassian account, we do the following:

• deactivate their portal-only profile 
• migrate important data, such as their requests, to a new Atlassian account
• assign a new user key to the Atlassian account.