Problems with customer accounts in JSM

[Daniel de Cordoba Gil]

Recently, one of our customers (below Foo Bár) lost access to all their tickets in JSM. She did not do anything, it just happened, and a new customer was created for her in JSM (she now has 2, but only access to one, with the same email).

We have been having these kinds of problems for a while: users suddenly losing access to their tickets, getting duplicate user accounts for the same user, etc. 

This is what I see if I go to customers in JSM. In the following image, I changed all names but kept the particularities of each name (including the accents):

As you can see:

• John Doé has 2 accounts, both with the same email (even though it says that one is a private email address, that is not true, it is john.doe@company.com).
• Jane Doe uses a business account (@company.com), but it is recognized as a private address.
• Foo Bár recently lost access to their requests. Her old account (the first one, without an icon) has 35 open requests, but she has no access to it even when she signs in with her email. Her "new account" (the second one, it was created by the system all of a sudden, not by her, and uses foo.bar@company.com, even though it says it is a private account) has only 2 open requests, which are the ones she has open recently and the only ones she can access.
• Same thing happened to John Smíth a while back. What we ended up doing is adding manually the user to all his tickets, so he can see his old tickets. 

Can you help with this?

This happens with almost every user eventually, with users that have been using the system for months, with no changes from them. Not sure if this is related to accents (I am just realizing these examples all have one), the fact thay they are JSM and Confluence users, or something else.

But we need a solution! I always have to manually share these tickets with them once more.

Thanks!

[Marc - Devoteam · Accepted solution]

HI @Daniel de Cordoba Gil 

From Atlassian support:

If the option ONLY YOU and ADMINS is selected, then the admins will be able to see the email address on admin.atlassian.com Directory's page.

Admins will NOT be able to see them under the Customer's page of a project.

In order to see the email address in the customer's page, the user in question has to change the option to ANYONE.

So that the email address will be visible to you in the Customer's page of the project.

Admins will still have to contact that user and ask them to change their settings - but now to anyone on the web. :(

Also see ID-8222 

[Daniel de Cordoba Gil]

But my complaint is not that I cannot see the email of the user, which is fine, but that the user got duplicated with the same email, and now they can only access one of the accounts.

How to merge them again? Why does this happen?

[Marc - Devoteam]

That is because the address is not set to visible, the user can have duplicates in the system.

The system sees users based on email, if this information is not provided, this can be done be the user even on creation of their Atlassian Account, your instance can''t see this when a user sings p like for JSM portal access.

See the answer from Atlassian, if a user would change his setting, then you could merge accounts

[Daniel de Cordoba Gil]

I told the user to do as you say, but I still don't know how to now merge the accounts.

The emails match, but I want to merge these 2 users into one, as they have the same email. Is this possible?

[Marc - Devoteam]

HI @Daniel de Cordoba Gil 

migrate-a-portal-only-customer-to-atlassian-account 

[Daniel de Cordoba Gil]

This worked for me!

The instructions were not super clear in your link, I think they are outdated, so let me explain where to find it.

1. Go to Products inside https://admin.atlassian.com/

2. Choose your Site (Left bar, under Sites and Products)

3. Choose Portal-only customers (Left bar again)

4. Choose the user you want to merge, then click the 3 dots (...), then choose Migrate to Atlassian account

Thanks for your help!

[Marc - Devoteam]

Hi @Daniel de Cordoba Gil 

Mention this to Atlassian, that their documentation is not correct on this proces.

[Septa Cahyadiputra]

Hi @Daniel de Cordoba Gil

Do you have multiple user directories configured in your Jira instance?

https://confluence.atlassian.com/adminjiraserver/configuring-user-directories-938847049.html

This could happen when a duplicated users created in a different user directories. Please note that when this happen, users registered in the top directories will disabled other duplicated users registered in lower order directories.

Hope it helps.

regards,
Septa Cahyadiputra

[Marc - Devoteam]

HI @Septa Cahyadiputra 

This is not in play as the user is on a Cloud instance.