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Ask for login to report the issue

We have used Jira software for 4 years and we're going to switch to the Jira service desk program recently.

However, we notice if the Jira software account was deleted by the admin, then the user will still be asked to log in to the software account.

How can we solve this problem?

1 answer

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Hello Watson,

Thank you for reaching out to Atlassian Community!

When it comes to internal accounts (users), they use the Atlassian account to log in.

With this said, if an internal user is deleted and added as a customer or if the site admin just removes their permissions, but keep the account active for them to use service management as a customer, they will still be redirected to login with the Atlassian account.

They can delete their account on, but if they don't have Jira Software permission, after the login, they should be redirected to the customer portal, so it's not necessary to delete the Atlassian account.

Are they facing any issues when logging in? 

Are they redirected to the portal after the login?


Hi Angélica,

Thank you for your replying.

About your quest, are they redirected to the portal after the login?

This answer is yes, but it also means those accounts can't see the progress or close the issue through the portal.

We hope the opener can track and close the issue which they opened.

Any solution we can apply to?

Hi Watson,

If they are able to access the portal, they will also be able to create and view the tickets. 

The option to close will depend on the workflow of each request type, but yes, they can do it.

Please, make sure that they are listed on the project. Go to Projects > Select the project and confirm if they show on the Customers' page. 

Or, since they have an Atlassian account, they can also be added/listed on Project settings > People (role Service Desk Customers).

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