Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-11376

Some customers aren't showing up inside the customer organization immediately after adding them to the organization

XMLWordPrintable

      Issue Summary

      Some customers aren't showing up inside the customer organization in the customer's section. If you search them through email, they show up with the organization right beside their names.

      Effectively, they are members of the organization, but not visible through the UI.

      Steps to Reproduce

      1. Go to a JSM project
      2. On the left sidebar go to customers
      3. Select an organisation
      4. Add a customer to the organization
      5. Go to the organization page again

      Expected Results

      The customers should be visible inside the organization.

      Actual Results

      Some customers don't show up inside the organization, they are only searchable through the customer's page.

        1. AtlassianSupport 2022-05-30 at 11.51.10.mov
          7.28 MB

            [JSDCLOUD-11376] Some customers aren't showing up inside the customer organization immediately after adding them to the organization

            terry harte added a comment - - edited

            The Randomly disappearing users is really a major undesireable situation.

            What is the use of JSD if users can not use it anymore!

            terry harte added a comment - - edited The Randomly disappearing users is really a major undesireable situation. What is the use of JSD if users can not use it anymore!

            Iliyas Ahemad Siddiqui added a comment -

            https://getsupport.atlassian.com/browse/JST-814494 - Fixed by bootstrap

            Iliyas Ahemad Siddiqui added a comment - https://getsupport.atlassian.com/browse/JST-814494 - Fixed by bootstrap

            Bhavya Arora added a comment -

            Hi All, thanks for being patient while we fix this bug. Update - The underlying root cause of this bug has been fixed. But before the missing users start appearing in the Organisations page, we need to run an internal operation across all sites. This will happen slowly over the upcoming days and could take almost 15 days to complete for all sites. Meanwhile if the fix is urgently needed please reach out to our support channels and we will expedite the fix for your site. Thanks!

            Bhavya Arora added a comment - Hi All, thanks for being patient while we fix this bug. Update - The underlying root cause of this bug has been fixed. But before the missing users start appearing in the Organisations page, we need to run an internal operation across all sites. This will happen slowly over the upcoming days and could take almost 15 days to complete for all sites. Meanwhile if the fix is urgently needed please reach out to our support channels and we will expedite the fix for your site. Thanks!

            Iliyas Ahemad Siddiqui added a comment -

            Fixed by Bootstrap.. https://getsupport.atlassian.com/browse/PCS-130273

            Iliyas Ahemad Siddiqui added a comment - Fixed by Bootstrap.. https://getsupport.atlassian.com/browse/PCS-130273

            pasquale.scandurra added a comment -

            We have the same concern. 

            I dont understand why it takes so long to fix it. It's a fault on a basic product feature.

            pasquale.scandurra added a comment - We have the same concern.  I dont understand why it takes so long to fix it. It's a fault on a basic product feature.

            Tobias Bosshard added a comment - - edited

            We have exactly the same bug as descripted from the reporter.
            Additional problem, that a portal customer can't share the ticket within his/her organization:
            "No options"

            Tobias Bosshard added a comment - - edited We have exactly the same bug as descripted from the reporter. Additional problem, that a portal customer can't share the ticket within his/her organization: "No options"

            Daniel Cabaco added a comment -

            why is this ticket not assigned to a person working on it? it is rated high! and we have the same issue here! A JSM Project is showing NO NAMES of portal users although they are there and have access.. 

            this is no way of working nor do we have any kind of controll who has access to what JSM Projects. plese fix that!

            Daniel Cabaco added a comment - why is this ticket not assigned to a person working on it? it is rated high! and we have the same issue here! A JSM Project is showing NO NAMES of portal users although they are there and have access..  this is no way of working nor do we have any kind of controll who has access to what JSM Projects. plese fix that!

            Elizabeth Acuña Chairez added a comment -

            In my particular case, 2 organizations don´t show any member, then show them, then not, about 2 hours of differences between the show and not.

            Elizabeth Acuña Chairez added a comment - In my particular case, 2 organizations don´t show any member, then show them, then not, about 2 hours of differences between the show and not.

            Rik added a comment -

            We have this issue as well. Refreshing the Organization page doesn't make the user show up (unlike demonstrated in the AtlassianSupport 2022-05-30 at 11.51.10.mov attached), but we can find the user when searching from the Customer section.

            Rik added a comment - We have this issue as well. Refreshing the Organization page doesn't make the user show up (unlike demonstrated in the AtlassianSupport 2022-05-30 at 11.51.10.mov attached), but we can find the user when searching from the Customer section.

              3615987e9d83 Xin Liang
              3fb4e7e36438 K. Tajima
              Affected customers:
              59 This affects my team
              Watchers:
              84 Start watching this issue

                Created:
                Updated:
                Resolved: