Customer with previous SSO (Google) account does not receive email

[Sabu Francis]

Hi

I created a simple service desk for handling customer tickets. I was testing it with an old email address of mine. That happened to have an SSO (Google) based account at Atlassian that i do not use. Several years back I had tested Atlassian with that email address and gave up as it was too complex. I was testing with that email address as if it was a customer.

Now I find that it is still quite complex with lots of wheels inside wheels which I do not fully get.

Nevertheless, I thought I should try again. Giving 10 users free is very commendable and admirable.

Now I must inform you about this vexing issue: If any of my customer happens to have an Atlassian account, and if that happens to be accessed via SSO at Atlassian, then your system simply goes around in circles; when that person ends up as a customer at another organization's service desk.

Firstly, it says such an account already exists when that person is trying to come to my support desk (Atlassian Service Management) as a customer. Secondly, if that customer tries to sign up to use my service desk, your system claims it has sent a one time OTP to that email address but nothing is sent... at least I did not receive it at that test email.

I strongly suggest that this be rectified soon. I and others develop software for other software developers and this situation is going to happen quite regulary.

What is more vexxing, is that when I had got the SSO based account at Atlassian with that old Google for Domains workspace email, it was hosted on Google. Now it is not as I am no longer hosting that email on Google Workspace. (Hmmm... maybe that is the reason why your OTP never arrived) So I am quite badly stuck there too!