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Loosing customer portal access when inviting a customer to JSW

Gil_2dvf2c

Hi.

A customer we have is using the Customer Portal to raise issues.

That same customer is also invited to our JSW project.

The moment the customer signs up to JSW, he loses the ability to raise support requests and view his existing support issues.

Why is this?

How can a customer retain their customer portal accessibility and also be a JSW user?

Accepted answers

All comments

Hernan Halabi - Elite IT Consulting Group

Even if the customer goes to the portal url he can't access? What does it say when going there? Provide some screenshots if possible.

What I would expect to happen is that once the user has a license, of the user goes to the base URL, there won't be a redirect to the portal as usually happens with unlicensed users, but what you are describing isn't the expected behavior

Gil_2dvf2c

That's what they see.

I sent two separate invitation to the same email address. This customer needs to access the customer portal to raise issues, but also to be able to access JSW, not JSD.

Hernan Halabi - Elite IT Consulting Group

That's odd, if you search for the user in the user section does it appears only once? Maybe users are messing up and get duplicated (happened to us on server in the past).

How does the user show at the JSD project before and after you add the license? And how does it show if after the license is added and you remove and add again the user to JSD? Sometimes users at JSD are just emails but when they have a license they show the full name, I'm wondering if this is causing some problems which is why the questions

Gil_2dvf2c

If the user only has customer portal access invite and it is not part of JSW, then no issues.

The problem starts when the same user is invited to JSW.

It's the same email address, but I think the account management in Jira is getting into some strange state.

Maybe I need to migrate the customer's account to Atlassian account?

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