I am seeing duplicate customer accounts with different issues maped

[Mark]

We recently configured a new JSM instance and migrated several tickets from Salesforce. However, we are now seeing duplicate user accounts, where the same users appear twice with different sets of tickets one associated with tickets and the other listed as customers.

[Himanshu Tiwary · Accepted solution]

Hi @Mark 

I had the same problem too, and in my situation, it was due to the fact that the users were created using two different methods, namely, the first method involved creating the users as portal-only accounts during the issue import process, while the second method entailed creating them as Atlassian accounts using invites/imports.

The solution for me was to migrate the portal-only accounts into the corresponding Atlassian accounts manually. To do this, I reviewed the portal-only users on the Portal-only Customers Management page and compared them with the list of duplicates that I had compiled previously by raising a ticket requesting that the users be migrated from atlassian

[Andrea Robbins]

@Himanshu Tiwary is 100% correct. That is how to fix the problem.

But the root problem of why it was caused is due to your customer access settings for JSM. There's two types:

- Internal Accounts - these are the approved domains & Atlassian accounts

- External Accounts - these are the portal-only accounts

If your approved domains list doesn't include the domains that were used in the emails of the users you migrated, it will default to creating external accounts. This means this will continue to happen until you fix this!

If you go to Jira Settings > Jira apps > Jira Service Management > Customer access > under Internal accounts > Approved domains, make sure the domains there are added with the "Customer" app role for JSM, and for the any domain, you can set that to none.

Until the above is fixed, you will continue having problems. Hope this helps!

Andrea