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We have a number of JSD customers who disappered from their organizations

Mark Elkomos

We have a number of JSD customers who disappeared from their organizations, and subsequently are not showing to us through the portal while they are still able to log in and raise update issues, Any idea what may be happening?

The more confusing thing is that there is no way to get how many of these exist

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Jack Brickey

Hi Mark,

while I have not experienced disappearing customers I will say that customers/orgs have always felt flakey at times.

i do find it odd that the missing customers can still log in and open tickets in the project. Please verify the following:

choose a customer that seems to be problematic
verify that you cannot find that customer on the customer screen in either the root customer level or any organization
check for the customer in Jira settings > users > Jira Service Desk

Mark Elkomos

Thanks, Jack,

I already checked the root level and they are not showing, I forgot to mention that we usually migrate our customer to Jira Users to allow them to access our private confluence spaces for documentation, so normally their JSD users are showing as inactive and they only appear as active under Jira user which is still the case for them, however, recently and all of a sudden a number of them disappeared from their appropriate organization. Also, I checked the Jira Audit and was not able to find any log related to them.

Jack Brickey

You might check with Atlassian Support. This is rather odd. Are you the only admin?

Mark Elkomos

Yeah I did and it turned out to be a bug https://jira.atlassian.com/browse/JSDCLOUD-8597 and they provided us with a fix and all back to normal now.

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