Email not sent when migrating a portal-only to Atlassian account

[Cédric Klein]

Hello

Below is my problem:

1. I have created a portal-only customer in my Service Desk project
2. The customer received a notification email and could connect to the portal successfully
3. I have created an Atlassian account for this same customer (same email address) with only access to Confluence so that he can consult some documentation
4. The customer has successfully access to Confluence but not to the Service Desk anymore.
5. Following this documentation, I migrated the customer to an Atlassian account. But the customer never received the email with instructions he is supposed to follow.  As a result he still has no acces to the Service Desk.

I reproduced the problem with a personal email address. 

The notifications scheme seem to work only for tickets events but what about the migration of accounts ? I want my customer to have only 1 licence for Confluence and still be a Service Desk portal-only account.

Thanks a lot in advance

[Angélica Luz]

Hi Cédric,

Thank you for the details.
You mentioned that before migrating the account you already had created an internal account for the user using the same email address, does the user have only one account now? Just asking to confirm if they don't have a duplicated account.
What URL is the user using to log in to service desk?
What page are they being redirected when they try to log in on the portal?
If possible, send us a screenshot of the screen the user is seeing.

If a user has a license only for Confluence, if they go to instanceurl.atlassian.net, they should be redirected to the portal, since they don't have a Jira license.

Regards,
Angélica