Unable to switch-back after impersonating a customer in Jira Service Management

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

As an organization admin, you can log in as another user. This allows you to ensure that a product's permissions are set correctly and to complete other configuration tasks. For more detailed information, please refer to the article "Log in as another user".

Problem

When an ORG admin impersonates a customer, the pop-up that lets you switch back won’t appear because impersonation isn't meant for the customer portal. 

Diagnosis

When you grant Jira Service Management customer access to a user with an Atlassian account, the "Last Active" field remains unavailable. This field is only recorded for licensed users. This limitation prevents admins from impersonating customers. Instead, they see a greyed-out option with a message, as shown in the screenshot below. 


However, suppose a JSM customer also has licensed access to another product (such as Jira or Confluence) within the same organization. In that case, the option to log in is also activated for the JSM customer account.

We have a few feature requests related to this, Feel free to add your vote if you wish to asee these implemented. 

Solution

As the ORG Admin, access the Atlassian Admin hub at https://admin.atlassian.com/. Attempt to impersonate a licensed user, which will override the current impersonation settings. To return to the Admin's account, you can use the pop-up menu to switch back. We've recorded this as a bug, and you can find more details in the Jira ticket linked below:

Last modified on Jan 27, 2025

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