Current State:

The official “Migrate a portal‑only customer to Atlassian account” article explicitly states that when you click Migrate to Atlassian account, Jira will:

• 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

• assign the ‘Customer’ product role

• add to the ‘jira-servicemanagement-customers-<workspace-name>’ group with no default product access

However this happens only when an Atlassian account does not already exist. In the case when an Atlassian account exists for the same email, manual intervention is needed.

When we click on Migrate to Atlassian account and an Atlassian account already exists:

• Data is linked / moved to the Atlassian account.

• But the expected automatic “assign the ‘Customer’ product role” part does not occur in practice

Note - The support documentation doesn’t call out the exception, and from an admin’s perspective, this feels like the migrate to Atlassian account flow is “not doing what it promised”.

Reference:

• Migrate a portal-only customer to Atlassian account

Proposed Future State:

Automatically assign customer access when the admin explicitly migrates a portal only customer account to existing Atlassian account as well. 

Alternative (e.g. Third Party Plugin):

None