Impersonating JSM customer is not allowing the actual user to switch back

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    • 2
    • Severity 3 - Minor

      Issue Summary

      When an ORG user (ORG admin/site admin) impersonates a customer, they don't see the option to switch back and are stuck in the customer's account. 

      Steps to Reproduce

      1. Login to admin.atlassian.com
      2. Open a customer account and click on Log in as user. (For accounts with only customer profile this option is not available as impersonation for customers is not possible)
      3. You won't be able to switch back. 

      The option 'log in as user' is only available when the user has actively logged in to another licensed product (Jira of another site in the same ORG or Confluence of the same site). 

      Expected Results

      Either the option to log in must be disabled for customers irrespective of their other product licenses 

      (or)

      A pop-up similar to the one shown in the Jira Portal with the switch-back link option should be added to the help seeker service desk portal as well. 

      Actual Results

      The user is stuck in the customer's account and has no way to switch back

      Workaround

      Access https://admin.atlassian.com/ using the user's credentials, try impersonating an agent from the same JSM account. This overrides the impersonation. Switch back from the agent's account using the pop-up. 

        1. image-2024-09-05-19-14-51-552.png
          139 kB
          Haripriya
        2. image-2024-09-05-19-21-10-863.png
          11 kB
          Haripriya
        3. image-2024-09-06-15-08-31-368.png
          651 kB
          Xuanyu Zhao
        4. Screenshot 2024-09-06 at 3.38.12 PM.png
          665 kB
          Xuanyu Zhao

            Assignee:
            Unassigned
            Reporter:
            Haripriya
            Votes:
            1 Vote for this issue
            Watchers:
            5 Start watching this issue

              Created:
              Updated:
              Resolved: