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