Recently, one of our customers (below Foo Bár) lost access to all their tickets in JSM. She did not do anything, it just happened, and a new customer was created for her in JSM (she now has 2, but only access to one, with the same email).
We have been having these kinds of problems for a while: users suddenly losing access to their tickets, getting duplicate user accounts for the same user, etc.
This is what I see if I go to customers in JSM. In the following image, I changed all names but kept the particularities of each name (including the accents):
As you can see:
- John Doé has 2 accounts, both with the same email (even though it says that one is a private email address, that is not true, it is john.doe@company.com).
- Jane Doe uses a business account (@company.com), but it is recognized as a private address.
- Foo Bár recently lost access to their requests. Her old account (the first one, without an icon) has 35 open requests, but she has no access to it even when she signs in with her email. Her "new account" (the second one, it was created by the system all of a sudden, not by her, and uses foo.bar@company.com, even though it says it is a private account) has only 2 open requests, which are the ones she has open recently and the only ones she can access.
- Same thing happened to John Smíth a while back. What we ended up doing is adding manually the user to all his tickets, so he can see his old tickets.
Can you help with this?
This happens with almost every user eventually, with users that have been using the system for months, with no changes from them. Not sure if this is related to accents (I am just realizing these examples all have one), the fact thay they are JSM and Confluence users, or something else.
But we need a solution! I always have to manually share these tickets with them once more.
Thanks!
