service desk people shows duplicate users

[Vick Sethi]

In our Service Desk project both 'Customers' screen and 'People' screen show the same user twice. Both users have the same email address but difference ids. Now the problem has been compounded as there are 4 tickets that are pending with the 1st older id whereas when the manager logs in to service desk, it seems he is signed in to service desk as the 2nd newer id and he cannot see the requests for approval. Ideally we would like the 2 users to get merged in to one. Or is there any other approach ? Kindly advise.

[Alexey Matveev]

Hello,

You would need to move tickets from one account to the other one and then delete the wrong account.

[Vick Sethi]

Hi Alexey. Thanks. I have moved the tickets, however I am not aware how to delete that other account.

How I moved the tickets:

1. add additional status "Review" to existing workflow.
2. Check the checkbox "allow all statuses to transition to this one" for both current custom status and the additional "Review" statuses.
3. Create an automation rule that captures the event when that issue type transitions to another status with as many specific conditions as possible and enable it to change the tickets' approver from incorrect id to corrected id.
4. Open ticket and click "Review" button to change its status.
5. This triggers new automation rule which corrects the approver.
6. again click the button to move the ticket back to original status.
7. Repeat for all affected tickets.
8. Disable the automation rule.
9. Open workflow and switch off "allow all statuses to transition to this one" for both current custom status and the additional "Review" statuses.
10. TIckets are now available in the correct approvers session and he can also see the "Approvals" link. All good.

However question still remains why are there 2 ids having the same email address ? Why did Atlassian Service Desk code not renew the old id and create another one instead ? Can it be fixed if any of the 2 users is migrated to atlassian id ? Else can it be fixed by removing 1 of the ids ? Or any other ideas ? What did we do to create this scenario and How can we avoid this happening again ?

Cheers,
Vick