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  1. Identity
  2. ID-7151

Creating a portal-only account and a licensed account(Atlassian account) using the same email address is allowed without notice/warning/advice

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      Problem Definition

      • Currently it is possible to create an Atlassian account(licensed account) + portal-only account(customer account) using the same email address. Differences between the 2 account types: Manage Jira Service Desk customer accounts
      • When both accounts exist using the same email address, the portal-only account which usually has all the Jira Service Desk requests associated with that account is no longer accessible, i.e. end users don't have access to their tickets
      • The site-admin will need to migrate the customer account to an Atlassian account
      • There aren't any validators or warnings to let site-admins know that this is happening and a migration(merge) to Atlassian account or removal of the licensed account is required

      Suggested Solution

      • Add a validator and give the site-admin the choice of migrating immediately or to cancel the operation - explain the implications of not migrating
      • Add a lozenge to let admins know that there is a portal-only account using the same email address and advise what the implications are if the account is left the way it is

      Why this is important

      • Customers may not be able to access Jira Service Desk tickets

      Workaround

            [ID-7151] Creating a portal-only account and a licensed account(Atlassian account) using the same email address is allowed without notice/warning/advice

            Troy Anderson added a comment - - edited

            The suggested solutions are not quite accurate.  An avoidance of the issue altogether should also be included (that is, there should be an auto merge when a duplicate gets created or a proactive warning to the user creating their duplicate account).

            Oh, and don't forget https://jira.atlassian.com/browse/ID-6546 from 2018.

            Also, what in the world does this mean? "you'll see a note in their profile prompting you to migrate them to an Atlassian account" from https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/  ?

            Troy Anderson added a comment - - edited The suggested solutions are not quite accurate.  An avoidance of the issue altogether should also be included (that is, there should be an auto merge when a duplicate gets created or a proactive warning to the user creating their duplicate account). Oh, and don't forget https://jira.atlassian.com/browse/ID-6546 from 2018. Also, what in the world does this mean? "you'll see a note in their profile prompting you to migrate them to an Atlassian account" from https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/   ?

            +1

            Syed Gillani added a comment - +1

            Jane Roberts added a comment - - edited

            I have followed the instructions for merging the accounts but just keep getting:

            If not seeing the picture it says: Something went wrong - Try again later

            Jane Roberts added a comment - - edited I have followed the instructions for merging the accounts but just keep getting: If not seeing the picture it says: Something went wrong - Try again later

            +1

            edomax added a comment -

            Please fix this issue as it won't let me assign roles to duplicate users which impacts my workflow in a negative way.

            edomax added a comment - Please fix this issue as it won't let me assign roles to duplicate users which impacts my workflow in a negative way.

            Please do something....anything to make managing Agent and Customer accounts easier....and easier to understand.  

            Terry A Davidson added a comment - Please do something....anything to make managing Agent and Customer accounts easier....and easier to understand.  

            Luqman Ali added a comment -

            This is becoming a big pain to work with, we'd like this resolved as soon as possible. The assignee is inactive? 

            Luqman Ali added a comment - This is becoming a big pain to work with, we'd like this resolved as soon as possible. The assignee is inactive? 

            This is still a massive pain.  It would be great to see this bug fixed.

            Katherine H added a comment - This is still a massive pain.  It would be great to see this bug fixed.

            Same story as the rest of these folks. We'd love to have a fix for this, or at least an easy way to detect/remove the duplicate accounts. How are customers supposed to report an error to us if the error is the inability to create a ticket? Catch-22!

            From support (I have not verified this): 

            When the user has an atlassian account, the icon will show the initial name letters, when the account is portal only it will show a gray avatar.

            Maybe that will help in search&destroy.

            Lucas Crownover added a comment - Same story as the rest of these folks. We'd love to have a fix for this, or at least an easy way to detect/remove the duplicate accounts. How are customers supposed to report an error to us if the error is the inability to create a ticket? Catch-22! From support (I have not verified this):  When the user has an atlassian account, the icon will show the initial name letters, when the account is portal only it will show a gray avatar. Maybe that will help in search&destroy.

            Atlassian it was in 2019 you raised this issue. You've had 4/5 years to resolve this. You've forced companies to migrate to cloud without having this resolved?

            We have over 5000+ customer accounts to resolve now. Of these 5000 - we have a duplicate customer for each. No resolution from Atlassian which doesn't involve a LOT of manual work.

            Extremely disappointed. 

            Aoife.McGuigan added a comment - Atlassian it was in 2019 you raised this issue. You've had 4/5 years to resolve this. You've forced companies to migrate to cloud without having this resolved? We have over 5000+ customer accounts to resolve now. Of these 5000 - we have a duplicate customer for each. No resolution from Atlassian which doesn't involve a LOT of manual work. Extremely disappointed. 

              Unassigned Unassigned
              dnguyen4 Derrick Nguyen
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                Created:
                Updated: