Details
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Bug
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Resolution: Won't Fix
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Low
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None
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Severity 3 - Minor
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Description
Summary
Portal only customer cannot login after site restore, and Help Center doesn't render "Forgot your password?" element when the login fails
Environment
- Jira Service Desk Cloud
Steps to Reproduce
- Create 2 instances named example1.atlassian.net and example2.atlassian.net
- Create a portal only customer on example1
- Confirm the customer is able to login to example1 via customer portal
- Export site backup at example1
- Restore the backup to example2
- The customer cannot login to example2 by using the same credentials
- Login page doesn't render "Forgot your password?"
Expected Results
Portal only customers can login to portal even after a migration
Actual Results
On migrated customer portal, portal only customers are not able to login and reset password by themselves.
Here's the response from login endpoint:
{ "loginSucceeded": false, "loginError": false, "communicationError": false, "elevatedSecurityCheckShown": true, "captchaFailure": false, "loginFailedByPermissions": false, "passwordResetRequired": false, "accountLocked": false }
Error on browser console:
unknown error occurred during Hermes Messages initialization
Notes
- None
Workaround
Admin can manually change portal only customer's password.
https://confluence.atlassian.com/cloud/manage-jira-service-desk-customer-accounts-913213935.html