Jira Service Desk - Organizations issue after migration

[Thomas B]

Hello Community - weird issue here. I've migrated from Server to Cloud and in that process, I setup a completely new Service Desk Project and migrated all issues from the old Service Desk Project. I created new Service Desk Organizations and assigned customers. The issue is, my old organizations do not exist in my Service Desk Project but they are showing up in my service desk portal. You can see the mismatch between my admin JSD Organizations and what the JSD Portal is showing... See screenshots below:

JSD Project Organizations

JSD Portal Shows Organizations I do not have...?

Thanks everyone

[Andy Heinzer]

Hi Thomas,

If I understand your concern here, you are seeing some organization names in the customer portal requests that don't belong to your particular project here.

That page, which I think will have a URL such as [examplesite].atlassian.net/servicedesk/customer/user/requests?page=1&reporter=all&status=open is not bound to a single service desk project.  Instead it can show you all requests that you have created on this Jira Service Desk site, across multiple projects.  

Technically this only shows you requests you created, or have that have been shared with you in some way (requested participant or via organization share).  In turn this particular page is actually expected to be able to show you all the organizations in which you are member.  Which means that these other organizations must exists in another Service Desk project on this site, and your account must be a member within them. 

I would try to check all the other Jira Service Desk project's setting page, specifically under the customers link.  There you can see each of the organizations in those projects and then see the members list to confirm your own membership.

If you can't see all the projects, then I'd be concerned to understand if you are site-admin of this Cloud site or not.  If not, then you might need to reach out to the site-admin to confirm your permissions to see those project settings here.

If this doesn't help, could you let me know the URL of your Cloud site here?  Perhaps we can investigate further or create a support case on your behalf to try to help resolve this problem.

Cheers,

Andy

[Thomas B]

Hi @Andy Heinzer - I am one of the site admins and admin of all products we use on Atlassian Cloud. I double checked all of the service desk projects and can confidently say that there are Organizations showing in the portal that are not configured in the Jira Service Desk projects.

The Organizations were on our server version during migration. I migrated my entire instance of server to cloud (very easy!) and that included these faulty orgs. Once everything was migrated, I created an entirely new JSD project and migrated all issues from my old project, to the new project. I deleted the old project. 

After that was complete, I assigned the new organizations to the existing/new requests but the portal continues to show the requests from the deleted service desk project. I would suspect that the database keeps the configs for deleted projects and is somehow referencing this information by accident. 

Cheers! & please provide feedback when you can.

Thomas

[Andy Heinzer]

Hi Thomas,

Thanks for that info.  Is this site a free version of our Cloud offerings?  Could you share with me the URL of this specific Cloud site?  I would be interested to see if we can create a support ticket for this problem, and then get your consent to look more closely at the data here to see if we can understand better why this discrepancy exists.

Please let me know,

Andy

[Thomas B]

Andy - we are on standard version of Cloud. Is there a different way we can communicate off the community. Don't wanna share company related info to the world ;)