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Customer appears twice after change of email address

Daniel Sidler

One of our customers got a new email address, the domain changed (aaa.com to bbb.com). We updated the customer record within the respective space.

Now, when we create a new issue and search for the user in the reporter field, it appears twice, with both old and new email domain.

How can this be fixed. We don't want the old address to appear obviously.

Edit: typos

Accepted answers

Gabriela - LeanZero

Hi Daniel — both show because JSM has no in-place email change for a customer, so updating the record didn't rename the old account. You now have two separate customer accounts, one per domain, and the reporter picker lists every customer on the site, so both keep surfacing.

Marc's right that if the account is unmanaged and the person still has access, the clean route is them changing the email on their original account at id.atlassian.com. What trips it up here is that the bbb.com account already exists, so that address is taken; you'll have to clear one of the two first.

To get rid of the old aaa.com one, bulk-reassign the reporter on its tickets to the bbb.com account, then remove or deactivate that old customer at admin.atlassian.com (Directory > Managed accounts if it's yours to manage, otherwise from your JSM customer list). There's no self-service merge of two Atlassian accounts (ID-240); unifying them is Atlassian Support only.

Atlassian's KB "Changing a customer's email address in JSM Cloud" walks through both routes. https://support.atlassian.com/jira/kb/how-to-change-jira-service-management-customer-email-address/

All comments

Marc -Devoteam-

Hi @Daniel Sidler

The customer has to do the action of changing their email address on the Atlassian account they had.

Now they have logged in again and a new account has been created, related to the new email address.

So if the customer is still able to access the old account, then in the account settings the customer can change the mail address.

https://support.atlassian.com/atlassian-cloud/kb/change-atlassian-account-email-addresses/

Gabriela - LeanZero

Atlassian's KB "Changing a customer's email address in JSM Cloud" walks through both routes. https://support.atlassian.com/jira/kb/how-to-change-jira-service-management-customer-email-address/

Daniel Sidler

Thanks, Gabriela. I located the tickets (only 2, and they were closed). re-assigned it to the new account and deleted the obsolete portal-only customer account. Solved.

Daniel Sidler

Thanks, Marc. As mentioned by @Gabriela - LeanZero the new email address is already in use, deleting the old account was the easier solution.

Daniel Sidler

@Gabriela - LeanZero However, even after removing the obsolete customer account it still appears in the drop-down when creating a new ticket. Why?

Edit: zombie record disappeared after 12 hrs.

Marc -Devoteam-

Hi @Daniel Sidler

You need to go to the admin.atlassian.com.

There under apps and sites select your site (prod), and in the new window under "service collection", "portal-only customers" you need to remove the customer

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