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Suggestion
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Resolution: Unresolved
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None
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404
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Problem Definition
- Currently it is possible to create an Atlassian account(licensed account) + portal-only account(customer account) using the same email address. Differences between the 2 account types: Manage Jira Service Desk customer accounts
- When both accounts exist using the same email address, the portal-only account which usually has all the Jira Service Desk requests associated with that account is no longer accessible, i.e. end users don't have access to their tickets
- The site-admin will need to migrate the customer account to an Atlassian account
- There aren't any validators or warnings to let site-admins know that this is happening and a migration(merge) to Atlassian account or removal of the licensed account is required
Suggested Solution
- Add a validator and give the site-admin the choice of migrating immediately or to cancel the operation - explain the implications of not migrating
- Add a lozenge to let admins know that there is a portal-only account using the same email address and advise what the implications are if the account is left the way it is
Why this is important
- Customers may not be able to access Jira Service Desk tickets
Workaround
- Follow these instructions to migrate(merge) the 2 accounts: Manage Jira Service Desk customer accounts
- To prevent duplication from repeatedly happening, you can configure your site based on the article: How to Prevent duplication of accounts in Jira Service Management
- duplicates
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- Gathering Interest
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MOVE-1742560 Loading...
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I have followed the instructions for merging the accounts but just keep getting: 
If not seeing the picture it says: Something went wrong - Try again later 
Please fix this issue as it won't let me assign roles to duplicate users which impacts my workflow in a negative way.
Please do something....anything to make managing Agent and Customer accounts easier....and easier to understand.
This is becoming a big pain to work with, we'd like this resolved as soon as possible. The assignee is inactive?
This is still a massive pain. It would be great to see this bug fixed.
Same story as the rest of these folks. We'd love to have a fix for this, or at least an easy way to detect/remove the duplicate accounts. How are customers supposed to report an error to us if the error is the inability to create a ticket? Catch-22!
From support (I have not verified this):
When the user has an atlassian account, the icon will show the initial name letters, when the account is portal only it will show a gray avatar.
Maybe that will help in search&destroy.
Atlassian it was in 2019 you raised this issue. You've had 4/5 years to resolve this. You've forced companies to migrate to cloud without having this resolved?
We have over 5000+ customer accounts to resolve now. Of these 5000 - we have a duplicate customer for each. No resolution from Atlassian which doesn't involve a LOT of manual work.
Extremely disappointed.
The suggested solutions are not quite accurate. An avoidance of the issue altogether should also be included (that is, there should be an auto merge when a duplicate gets created or a proactive warning to the user creating their duplicate account).
Oh, and don't forget https://jira.atlassian.com/browse/ID-6546 from 2018.
Also, what in the world does this mean? "you'll see a note in their profile prompting you to migrate them to an Atlassian account" from https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/ ?