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Customers are being duplicated

Rogério da Silva Melo

This can be caused by SSO? Some customers have user in another Jira products in their company, this user could be reused in our Jira Service Management?

Captura de tela 2024-11-06 154850.png

The first customer was added manually by us and the second one I suppose was created by Jira, there is no e-mail (the message "private e-mail address" is shown) and the user icon is different from how it usually is.

Accepted answers

Mariana Silveira Sales

Hi! Is it the same email address? If yes, this is a duplicate account. This happens when a user is first added as a portal-only customer and later an Atlassian account is created for that same email address.

To handle this, go to your site's portal customers page, filter for the affected user, on the three dots, select "Migrate to Atlassian account"option.

You can also do this as bulk actions if needed for many users.

https://confluence.atlassian.com/jirakb/permission-and-access-issues-due-to-duplicate-accounts-1167739146.html

https://community.atlassian.com/t5/Jira-Service-Management-articles/Bulk-Actions-for-JSM-Portal-only-accounts/ba-p/2861198

All comments

Aaron Pavez _ServiceRocket_

Hi @Rogério da Silva Melo

The second user(the one that has the email set to private) might have been created by the same user with another email account. Check that.

Regards

Mariana Silveira Sales

To handle this, go to your site's portal customers page, filter for the affected user, on the three dots, select "Migrate to Atlassian account"option.

You can also do this as bulk actions if needed for many users.

https://confluence.atlassian.com/jirakb/permission-and-access-issues-due-to-duplicate-accounts-1167739146.html

https://community.atlassian.com/t5/Jira-Service-Management-articles/Bulk-Actions-for-JSM-Portal-only-accounts/ba-p/2861198

Rogério da Silva Melo

Hi @Mariana Silveira Sales

Thank you very much for your help!!!

This Atlassian account is not necessarily an account created in my organization, right?

Rogério da Silva Melo

Hi @Aaron Pavez _ServiceRocket_

Thank you very much for your help!!!

When I try to search this duplicated customers via e-mail the user with e-mail and the user with private e-mail are returned, it seems to me that (despite private e-mail) the emails are the same.

Mariana Silveira Sales

You're welcome!

Exactly, Atlassian account is tied to the user's email and can be used across various Atlassian products and services, even if it’s not created or managed by your organization.

Rogério da Silva Melo

It really helped, @Mariana Silveira Sales

Thank you very much... again

Muitíssimo obrigado!!!

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