Duplicate Account Issues in Jira Service Management Cloud

Summary

Learn how to resolve issues from duplicate accounts in Jira Service Management (JSM) Cloud for seamless access and permissions.

A user has duplicate accounts when an Atlassian account and portal-only customer account exist for the same email address in your site.

This situation occurs when the user is invited to the site as a portal-only customer account and an Atlassian account using the same email address is added to the site afterwards, causing duplicate accounts to exist for the same user.

• Not being assignable in tickets even having the Service Desk Team project role.

• Can't to login to the customer portal.

• Duplicate entries under user-picker fields and filters.

• Can't to see their own requests on the customer portal.

• Not receiving notifications properly.

• Can't submit tickets through email.

Solution

Fix a duplicate account problem

You need to migrate the portal-only customer to an Atlassian account.

Identify if a user has duplicate accounts

This procedure is different depending on your site's user management experience.

For the centralized user management experience:

1. Go to <sitename>atlassian.net/admin.

2. Select Directory > Users.

3. Filter for the corresponding account's email address.

   1. If it doesn't show up as an active account, the user has no duplicate accounts and you can skip the next steps.

   2. If it shows up, proceed to the next step.

4. Select Products at the top menu.

5. Click your site's name under the sites and products section on the sidebar.

6. Choose the Portal-only customers.

7. Filter for the account's email address on the portal customers page.

   1. If it doesn't appear or appear with the Inactive status, there's no duplicate accounts for this user.

   2. If it appears and has the Active status the user indeed has duplicate accounts.

For the original user management experience:

1. Go to <sitename>atlassian.net/admin.

2. Select Users.

3. Filter for the corresponding account's email address.

   1. If it doesn't show up as an active account, the user has no duplicate accounts and you can skip the next steps.

   2. If it shows up, proceed to the next step.

4. Choose Jira Service Management option from the sidebar.

5. Filter for the account's email address on the portal customers page.

   1. If it doesn't appear or appear with the Inactive status, there's no duplicate accounts for this user.

   2. If it appears and has the Active status the user indeed has duplicate accounts.

Related content

The following feature request relates to the problem described in this article:

• Creating a portal-only account and a licensed account(Atlassian account) using the same email address is allowed without notice/warning/advice

To prevent Duplication of accounts:

• How to Prevent duplication of accounts in Jira Service Management.