Internal users showing duplicate on user picker fields
Summary
If a user is added as a Jira Service Management portal-only customer before creating their Atlassian Account, they will have two user accounts within a Jira instance with the same email address and will show duplicate on user picker fields, such as reporter, assignee, and approver.
Environment
Jira Service Management Cloud
Steps to Reproduce
Ensure your email address is not currently associated with an Atlassian Account
Browse to a Service Management Project > Customers > Add customers and add a customer using the email address
Navigate to https://admin.atlassian.com/s/Your_site_ID/users (User Management) > Invite > Users and add a user using the same email address
Diagnosis
Two users now exist: one portal-only customer and one standard Jira user with application access
Both users have the same email address, which means:
Users cannot see issues they created with their original customer login
Users will show duplicate on user picker fields
Before Migrating:
- Newly migrated customers must log in using their Atlassian Account credentials after you migrate them. If they're new to Atlassian Cloud, they need to verify their email address.
Solution
The problem can be mitigated by doing the following, but it does not prevent future occurrences of the problem.
Use the Atlassian migration tool to migrate the portal user to a full Jira user with application access
Browse to User Management > Jira Service Management (YourDomain.atlassian.net/admin/jira-service-Management/portal-only-customers)
Search for the duplicated user
Click on the three dots icon (•••) > Migrate to Atlassian account button
When you migrate a customer to Atlassian account, Jira does the following:
- Deactivate their portal-only profile
- Migrate important data, such as their requests, to a new Atlassian account
- Assign a new user key to the Atlassian account
The old portal-only profile still displays as Inactive, but you can't un-migrate it.
Which account is best for my customers?
External Customers | Internal Customers | |
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These users can? |
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Customers who you? |
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These customers can be found under? |
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Where should they log in? |
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