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Known problems with customer accounts

Victor R

The purpose of this post is to help people identify and resolve some of the most common problems that affect customer accounts in JSM projects.

1. Customers can't see their own requests in the portal

Symptom: Tickets created by a customer don't appear in the Requests > Created by me section in the portal.

Cause: There are two existing accounts associated with the same e-mail address: a customer account and an Atlassian account.

Even though the e-mail is the same for both, they're different accounts, so tickets created by one account won't appear while the customer is logged in to the other account.

Resolution: To restore the customer's ability to view their own requests, you need to merge the duplicated accounts. Go to the User Management (https://<instance>.atlassian.net/admin) > Jira Service Management > find the affected customer > click on the ellipsis (•••) and select Migrate to Atlassian account.

2. Customers can't log into the Help Center

Symptom: Customers get stuck in a loop when trying to log into the portal.

When they enter the e-mail address and click on Next, the option Log in with single sign-on appears. Clicking on this button takes the user back to the portal login page.

Cause: Similar to problem #1 - there are two existing accounts associated with the same e-mail address, but in this case, the Atlassian account's access to the site was revoked.

Screen Shot 2021-11-17 at 10.32.33.png

When users try to log into the portal using an e-mail address that is associated with an Atlassian account, it's expected that the Log in with single sign-on option will show. This happens because accounts of this type use a different authentication mechanism, so the user is redirected to https://id.atlassian.com/ to complete the login. The authentication fails because the account has no access to the site, so the user is redirected back to the portal, causing the loop.

Resolution: The solution is the same from problem #1 - merge the duplicated accounts. Go to the User Management (https://<instance>.atlassian.net/admin) > Jira Service Management > find the affected customer > click on the ellipsis (•••) and select Migrate to Atlassian account. After that, go back to Users, find that user and make sure that the Has access on site option is enabled.

3. An error appears when trying to invite a customer to a project

Symptom: When an agent or a project admin tries to invite a customer to a service project from the Customers page, an error message appears saying that the customer could not be added.

Screen Shot 2021-11-17 at 09.21.35.png

Cause: This error message appears when someone tries to add a customer to a service project using an e-mail address that is associated with an account that doesn’t have access to the site (Atlassian account or customer account).

Screen Shot 2021-11-17 at 09.22.01.png

Screen Shot 2021-11-17 at 16.48.13.png

Resolution: To fix this problem and be able to invite this address as a customer, you can either remove the existing account from your site or grant it site access.

If it’s an Atlassian account: Go to the User Management > Users > search for the affected e-mail address and click on the profile > turn on the option Has access on site. Alternatively, click on the ellipsis and select Remove user.

If it’s a customer account: Go to the User Management > Jira Service Management > search for the affected e-mail address > click on the ellipsis and select Grant access (or Delete account).

Comments

Dave Mathijs

@Victor Romero Given your statement about Atlassian account vs customer account: Can a customer not have an Atlassian account?

Rebecca Baillie

Hi @Victor Romero thanks for posting this, I have a question related to problem 1.

We have customers experiencing this issue - they cannot see their requests. So I followed the suggested steps, but when I checked our Jira "users" the customer does not seem to have an atlassian account, only a service management account. So by "migrating to atlassian account" would this give them access to our jira software? (which I don't want to do).

Thanks

Sven Schuchmann

@Victor Romero

We were using the Beta migrator to convert our Serivce Managment Project to the Cloud.

Now some of the customer accounts changed into an atlassian account.

Is it possible to convert a atlassian accouount back to an customer account?

Regards,

Sven

Elder Flores Salas_40x3hh

The problem that occurs in our case is another.

The client exists and has a unique email address associated with it, but when he logs in and tries to report an incident, the send button doesn't work, simply and simply, and he can't make the report.

Asysta Techniczna Admin

We have an issue with adding new customers to our helpdesk in cloud.

We're going to Organizations -> Choose organization -> Add customer. The activation link is being sent to the customer, however if you enter the link it's not working.

The customer receives error 404 -> dead link.

We tried with multiple e-mail addresses (we created new ones as well). Still the same error.

Few days ago it was working without any disturbances.

Does anyone know how to solve this issue?

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