Duplicate users (Jira and customer portal)

Question

I've tried searching but haven't been able to find a fix for this.

It appears that some users have two accounts. One is in the Customer Portal in JSM and another in Jira with a valid license.

Both are using the same email address.

Any tricks on how we can purge the duplicated users out of the customer portal?

Troy Anderson_htyevj · Answer

This 'works', but the portal-only account is still visible (albeit inactive) and the Migrate option is still available too, for some reason.

I say it 'works' in that, in my experience anyway, my user's support tickets were transferred to her Atlassian account successfully.

There is a warning when 'migrating' that "this cannot be undone".  That is not accurate (as of 10:24 local on 2/13/2025, anyway).  It seems that I can do all the same things with the inactive account as I could with the active account.

Mario Benedí Plana_dssuca · Answer

We have had the same problem when adding clients with an Atlassian account who previously had access to portal with created tickets.

From the Atlassian administration in Products > Jira Service Management, you can search for a user and use the "migrate to Atlassian account" option to unify it, in case this helps.

We have corrected it this way, and now appear it only one in portal clients.

Miriam Hopton · Answer

This recently happened to me. We had a user setup as a customer in the customer portal and the same user got licensed in our JIRA platform afterwards. Its as if JIRA didnt recognize the same email and the user ended up with 2 seperate accounts (and couldnt see their historical tickets).

My workaround to fix: I had to find all of the tickets that were created from the original user and "move" them to the to new licensed users account.

I read another article that the Customer account should have been updated to an Atlassian account instead of creating it from scratch. Someone else in our organization created the account and I did not have the opportunity to "merge" the account.  This link: https://jira.atlassian.com/browse/ID-6672

Hope this helps you. I foresee this happening again within my organization as we add license users. I hope Atlassian can fix this in their roadmap.