Client with two users

[Mauricio Nuñez]

Hi,

We have a client who by mistake created a new user with the same email, so he cannot access his previous tickets. How can I reactivate previous user?

[Jack Brickey]

You mentioned the client create a new user with the same email but that's really not possible right? Are you saying that if you go to user management you see the exact same use her email twice? Or maybe the previous user deleted?

[Mauricio Nuñez]

I don't know how he did it, but when I search I see that there is a client with his email, but when I see the users I find two with the same email

When I try to view the old user detail, the account details do not appear. But it still exists with all its tickets

In the user information it appears that something has gone wrong in the customer's data

[Jack Brickey]

Where exactly are you looking? Is this under the user management section of the administration area? Can you share a screenshot of what you're seeing? Feel free to obfuscate the email address. I'm looking to see what each of these users status is. Is one of them revoked access? It might be that you need to find all issues associated with the old user and associate them to the new user and then delete the old user. However I can't say for sure without seeing more information.

[Mauricio Nuñez]

There is an old customer that has a user with the error and a new customer that has the user with the old customer's email

[Jack Brickey]

Ok so first an important this is a Customer we are talking about. I am wondering if the issue is that you have this user as both a Customer account and they have an Atlassian account too.

see if the exist under administration > user management > users AND under the Jira service management screen as well. If so you should use Migrate to Atlassian account under the ellipses within the Jira service management screen.