Portal link in invitation mail for a renamed user is faulty

When an existing user which was previously renamed (username modified), added into a service desk as a customer, Visit Portal link in the invitation mail contains the old user name which results a User not found error. This can also happen for a user, if they have the same username as a previously existing user that either was deleted or renamed to another user.

Cause

This appears to be caused when the user_key is not matching the lower_user_name in the app_user table in JIRA for that user. The invitation link may be relying on these two values being the same to function correctly.

Steps to replicate:

• Create an user in JIRA (ex: user@company.com);
• Rename this user (user@company.com to user);
• Invite a new user in Service Desk using the renamed user (user@company.com);
  The error will appear when this user tries to access the portal using the link in the email sent to him.

Workaround:

The user should access the portal directly and click on Forgot my password.