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Suggestion
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Resolution: Unresolved
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None
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350
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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
- Follow these instructions to migrate(merge) the 2 accounts: Manage Jira Service Desk customer accounts
- To prevent duplication from repeatedly happening, you can configure your site based on the article: How to Prevent duplication of accounts in Jira Service Management
- duplicates
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ID-6546 User allowed to create an account with the same email in the same instance even though user already exist in "Portal on Customers" list
- Closed
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ID-6763 Bring back the duplicate customer warning message
- Closed
- is duplicated by
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ID-7015 Add a check for existing Service Desk portal-only accounts when adding a new Atlassian Account to an instance
- Closed
- relates to
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ID-6573 Warn admin if created user exist as a customer portal-only account
- Closed
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ID-6763 Bring back the duplicate customer warning message
- Closed
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JSDCLOUD-10689 Prevent 'Portal only' customer and 'Atlassian account' customer with the same email address from co-existing
- Gathering Interest
- is blocked by
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MOVE-1742560 Loading...
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MOVE-1747126 Loading...
- is related to
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JST-752007 Loading...
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PCS-75193 Loading...
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ADMPF-1140 Loading...
- mentioned in
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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/ ?