Customers with duplicate accounts

p_mccrodden

Hi,

 

We are getting customers with duplicate accounts. We cannot see their email, but it shows as "private email address". Their tickets don't get auto assigned to the correct projects as their emails do not map to the right organisation that we have rules based off.

 

We think it might be that their emails sometimes vary the casing. Does upper and lowercase impact the account login? They say they only use their same email address, so why is this happening?

Thank you,

Paul

Gavin Perch_iwu9nm

Hello, the email address is not case sensitive.

Your jira settings is probably set to hide the email addresses and that is why its saying "private email address".

If they email a specific email address to create the work item, then the email address they emailing to, is setup on the wrong space.

Your site or org admin should look into this.

If you need more help, shout.

Gavin