+1

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

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.  

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.

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. 

After migrating our Jira Server instances to Jira Cloud we now are also dealing with the pain caused by this issue.  This simply should be better handled within the product.  Seem like a big oversight to us. 

+1 - this is having a detrimental impact on our service desk operations. 

Also the assignee for this ticket is inactive. Atlassian -  can you do something about this? 

Our current workflow is:

1. Users login to our portal and create a portal only account if they are brand new
2. Users request to have an Atlassian account created on said portal
3. The account is automatically created for their email address. The user has two accounts at this point but does not realise it
4. The user then requests their new account be added to some Atlassian groups (again an automated solution). However, the only account they see in their list of Customers is their portal account. This portal account cannot be added to Atlassian groups because it's not a proper account
5. Confusion ensues and it takes time for them to raise another ticket saying they're having issues

Solution: if an Atlassian account (proper) is made, portal accounts should automatically link to that account. There's no reason for someone to have two accounts sharing the same email address.

+1 for this to be fixed, when we raise a ticket on behalf of a user we may see two options with no way to tell which one is correct, if we select the wrong one the user cannot see the ticket.

Hi Derrick, 

Nice work on this suggestion, we was also impacted by this and I had to migrate the user.. some warning would have been nice though as you propose.

Hope you're well and good. Take care from your old colleague (2018)

P.S, I hope your hand/wrist made the full recovery  

We keep getting customer complaints as it works for sometime and then stops working! Need a resolution or atleast a workaround

+1 - we are experiencing ongoing problems with our customers related to problems of signing in to the portal, when they already have the Atlassian account

This is a high priority issue for us, especially because it will work for some time and then just suddenly flake out. It's fixed by removing the customer record for the person and re-adding them, but may flake out again in the future. This is INCREDIBLY frustrating for my customers, and makes my life (as the admin) miserable.