Customer Problem

Question

Hello team, hope you're doing well today!

I'm facing a very weird issue in JSM.

I have a customer, part of our organisation, added in a JSM project (lets call this: JSM Project 2025):

and also the user was added as a customer and in add, into a group within this project (lets call the group: JSM-Customers):

The problem is that the user had already access to the portal to raise a new request but for some reason, he lost the access, so, I've granted the access back but when he logs in, he is not able to see all the old requests and tickets that he has created.

Why is the reason that it happens? How can I get back the old access to him or maybe how can I merge those two users in one?
The user is the same, the email is the same, all is the same but for some reason, he is not able to view all the tickets that he had submitted.

Thanks in advance.

Ariel Ramos · Answer

Hello Brant, thanks for your reply.

Also, there is a technical problem here. He already has access to our portal with his Customer Account but if we invited him to our environment with the same account, it will be 2 accounts with the same email address: one is a Customer Account the other one is an Atlassian Account, that's why he did not see all the old tickets that he has raised.

Brant Schroeder · Answer

@Ariel Ramos He should not lose access to issues just because you added him to an organization and removed his individual account.  As long as the accounts are the same, as you stated, his account will be fine.  I would suggest having him look at the search criteria on the issues search page.  The previous issues would not be associated with the organization and his search is most likely defaulting to that now.  He should be able to adjust that and then see his issues.