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Customer profile does not load

James Neale

I have a customer that wants their email to be changed (still no idea how to do this). When I go to Project > Customers and find them and click the Profile button on the popup card, it navigates to what I assume would be their profile and says "Looks like we're off the beaten track... We landed here for a user that doesn't exist". This happens for every customer shown in the list.

URL that opens from the profile card is company.atlassian.net/jira/people/qm:<id>

Clicking the "Back to directory" button takes me back to my own team with no sign of service management customers.

I have no idea if this is a bug or if I'm doing things wrong, but I've been going around in circles checking every different option/permission/setting I can find.

Accepted answers

Brant Schroeder

@James Neale this is not currently available on cloud for customer (portal-only account) please see the KB here: https://confluence.atlassian.com/jirakb/how-to-change-jira-service-management-customer-email-address-1085190839.html This is most likely your issue. In the KB it explains the current workaround.

All comments

Dan Breyen

I see that happening when an invite was created, but the user didn't actually create a Portal account. You can see for sure if they have a Portal account by going to look at the Portal accounts in the Atlassian Administrator. I'm attaching this link w/ directions

How to remove DEMO customer accounts | Jira | Atlassian Documentation

You can see on that page if the customer exists as a Portal account. If they don't have a portal account, I'd add them again as a customer with the email address they want.

James Neale

Thanks. All our customers (including the one in question) show up in that list as Active. I can edit their name but that's it.

Brant Schroeder

James Neale

OK thanks. Would be great to see this feature added.

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