Some of our users have lost access the JIRA Service Management Customer Portal

[Henry Collantes]

We have recently transitioned to Jira Premium. Some of our users are now reporting a loss of access to the Jira Customer Portal. Upon checking, their accounts still exist. Sending a new invite creates a new account, which is currently our workaround to help them regain access.

I haven’t been able to pinpoint the root cause of the issue. Do you have any idea why this might be happening?

[Kris Dewachter]

Hi @Henry Collantes

How have these users initially been created? Did you upgrade from "Standard" to "Premium" ?

Do the orginal user accounts still the "Customer" role in Jira Service Management?

(see tab "App Access" in the user details).

Best regards,

Kris

[Henry Collantes]

Hi @Kris Dewachter 

These users were created before we transitioned to Premium and were originally assigned the "Service Desk Customers" role in JIRA Service Management by default.

[John Funk]

Hi Henry - Welcome to the Atlassian  Community!

If the account already exists, check to see if they have permissions to the JSM product. That should not have changed just by a product upgrade, but something might have happened where someone else took them out because the Premium subscription is so much more expensive. 

[Henry Collantes]

Hi John,

Yes, I think this is what happened in our case.

I am investigating this with our licensing team, and I have already raised a ticket with Atlassian Cloud Support.

[Henry Collantes]

I have already raised a ticket with Atlassian Cloud Support, and they have identified duplicate accounts existing in both the Atlassian account and the portal account. I was advised to merge both accounts, but we haven't tried yet.

[Henry Collantes]

Here is what the error message our users experience.

[John Funk]

Thanks for the update. Yes, once you merge the accounts, you should be in good shape. 

[Joseph Chung Yin]

@Henry Collantes 

Welcome to the community, addition to what other Community Champions stated, you may also want to contact Atlassian Support (https://support.atlassian.com) for their backend assistance on this matters.  They have access to the system logs which can provide more information  on this issue.

Switching subscription plan should not cause user accounts problem, unless the actual site URL has changed to something else.

Hope this helps.

Best, Joseph

[Henry Collantes]

Hi Joseph,

Thank you for the advice.

I have already raised a ticket with Atlassian Cloud Support, and they have identified duplicate accounts existing in both the Atlassian account and the portal account.

[Henry Collantes]