Sharing request by Email Address creates a new account instead of using the Existing ones.
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Problem
When a Customer tries to share their request to a Colleague using their email address in which the account already exists in Jira, it will create a new account with the same email address in Jira Internal Directory instead. From Agent View, the user also not searchable from the "Request Participant" field. No ERROR stack trace can be found in the logs.
Diagnosis
Check for the following whether the same happens:
The user is not listed in the Customer List (2nd option from the top of the Project Navigation Bar).
Adding the user from the Customer List page will mention that the user is inactive.
The user exists in User Management > Users.
The user also can't be searched from the Customer Portal view from the share button.
Cause
The cause of the issue is most probably due to outdated user cache in the instance as the user exists in the "Users" page but it is not searchable.
Solution
Workaround
Restart the instance to update the User Cache.
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