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Migrate Customer from server to Cloud

Sebastian Benz_q4m82w

Hi,.

we ar e migrating from ServiceDesk Server to Cloud. Unfortunalety the customer can't log in to the new site Are there special permissions I have to set?

Kind regards
Sebastian

Accepted answers

Daniel Ebers

Hi Sebastian,

the customer wants to login to the portal, is this correct?
Is it a local account (customer) or does the customer log in using an Atlassian account?
In case it is a local account did you try to reset the password?

Did they tell you the exact error message? It could be of help.

How are the permission set for Jira Service Desk, your project and the permission scheme?

Regards,
Daniel

All comments

Tinker Fadoua

@Sebastian Benz

I find Atlassian docs very helpful when I was migrating customers instances

Please check the following:

https://www.atlassian.com/migration/cloud

JSD will be slightly different than Jira as there is the portal access to external customers who don't have to have an account in Jira.

Best,

Fadoua

Tinker Fadoua

https://support.atlassian.com/jira-cloud-administration/docs/what-are-the-differences-between-jira-cloud-and-jira-server/

Sebastian Benz_q4m82w

Hi, thanks for your reply. The Wohle Migration Works, only the external Customer don‘t have Access. I Hope it‘s a simple permission issue

Daniel Ebers

Hi Sebastian,

Did they tell you the exact error message? It could be of help.

How are the permission set for Jira Service Desk, your project and the permission scheme?

Regards,
Daniel

Sebastian Benz_q4m82w

Hi, it,s a local Account. Customer only can Access the external Portal and raise Support-Tickets. Password reset works, but we have 800 customers migrated. I can Login with one of my Test Accounts, but Not with an other one. Configuration Looks the Same. Error Message incorrect Password

thanks for your help

Daniel Ebers

I am out of further ideas in this step. Maybe this is something support should help you also with.
From the outside I am puzzled why the password should be wrong now (looks like a collateral damage from migration).

Tinker Fadoua

@Sebastian Benz

I am a bit confused when you say we migrated the users, do you have their accounts created in Jira?

Because with JSD your customers don't need an account so that you don't consume your licenses.

Please if you can elaborate little bit about how you manage the customers accounts.

I think that's where there is a problem.

Best,

Fadoua

DATPROF

I've got the same issue? What was the solution?

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