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Customer portal showing some users twice

Hi ,

Under Jira Service Desk Customers tab, some users are shown twice, once with their mail id and once as Jira User.

I want to understand why is this so and if it could create problems specially related to permissions.


1 answer

1 vote

Hello Nikita,

Thanks for reaching out to Community!

When someone shows twice in a project it means that they have a user account and a customer account and yes, this may cause problems since each account has different permissions.

The best option, in this case, is to migrate the customer account to Atlassian account, so it will be merged and all tickets that the user created as a customer, will be linked to the internal account.

Please, go to Administration > Jira Service Desk and find the affected customer. On the right side, click on > Migrate to Atlassian account.

Screenshot 2020-01-24_15-40-55-148.png

After that, the customer account is deactivated and they will only use the internal account.

If you have any other questions, please let us know.


Hi @Angélica Luz ,

Thanks for your reply!

That explains why some customers cannot view/comment on an issue even though they are marked as Request Participants. Is there are way to give customers with no user account, access to view/comment on issues?

Also, I will migrate the users with both accounts to Atlassian account.

But unfortunately, there are many customers who do not have a user account itself.

Is there a way to automatically create a user account whenever a request is raised or comment is added by a user who do not yet have a user account?

Nikita Jain

For customers to view and comment on issues, they must be participants or part of an organization.

As the accounts are duplicated, they were probably not being redirected correctly to the portal.

For an account to be created automatically, the project must be open to anyone. So, if the reporter shares the ticket with another person, the account will be created or if the reporter adds someone as CC when creating the ticket through email, the account will also be created.

To make the project open to anyone, please go to Project settings > Customer permissions > Who can access the portal and send requests to Service Desk? > Anyone with an account on > Save.

After that, on the same page, click on "Change the global settings" or go to Jira settings > Products > Configuration > Can customers create their own accounts? > Yes, by signing up or sending a request.

Hi @Angélica Luz ,


I already have these settings on my account since the beginning of project setup.

By these settings, the duplicate account must never have been created right?


Firefighters - Customer permissions - Service Desk.pngJira Service Desk configuration - Jira.png


Nikita Jain

Hi @Nikita

Yes, those settings allow customers to create their own accounts and it creates only one account.

What could cause the duplicated account is if a site administrator added them through Administration > Invite users or if the site is open for people to create their own internal accounts.

If the site is also open, the duplicated accounts may be created. To confirm if it's open, go to Administration > Site access:

Screenshot 2020-01-30_10-40-41-513.png

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