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Some of our users have lost access the JIRA Service Management Customer Portal

unknown

We have recently transitioned to Jira Premium. Some of our users are now reporting a loss of access to the Jira Customer Portal. Upon checking, their accounts still exist. Sending a new invite creates a new account, which is currently our workaround to help them regain access.

I haven’t been able to pinpoint the root cause of the issue. Do you have any idea why this might be happening?

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Kris Dewachter

Hi @[deleted]

How have these users initially been created? Did you upgrade from "Standard" to "Premium" ?

Do the orginal user accounts still the "Customer" role in Jira Service Management?

(see tab "App Access" in the user details).

Best regards,

Kris

unknown

Hi @Kris Dewachter

These users were created before we transitioned to Premium and were originally assigned the "Service Desk Customers" role in JIRA Service Management by default.

John Funk

Hi Henry - Welcome to the Atlassian Community!

If the account already exists, check to see if they have permissions to the JSM product. That should not have changed just by a product upgrade, but something might have happened where someone else took them out because the Premium subscription is so much more expensive.

Joseph Chung Yin

@[deleted]

Welcome to the community, addition to what other Community Champions stated, you may also want to contact Atlassian Support (https://support.atlassian.com) for their backend assistance on this matters. They have access to the system logs which can provide more information on this issue.

Switching subscription plan should not cause user accounts problem, unless the actual site URL has changed to something else.

Hope this helps.

Best, Joseph

unknown

Hi John,

Yes, I think this is what happened in our case.

I am investigating this with our licensing team, and I have already raised a ticket with Atlassian Cloud Support.

unknown

Hi Joseph,

Thank you for the advice.

I have already raised a ticket with Atlassian Cloud Support, and they have identified duplicate accounts existing in both the Atlassian account and the portal account.

unknown

I have already raised a ticket with Atlassian Cloud Support, and they have identified duplicate accounts existing in both the Atlassian account and the portal account. I was advised to merge both accounts, but we haven't tried yet.

unknown

image (12).png

unknown

Here is what the error message our users experience.

image (12).png

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