Licensed Jira Service User unable to see our tenant

[David Willoughby]

I have a licensed user whom I haven't an invite too multiple times. I can see she is in our tenant in Jira and in the atlassian user accounts (with a license.) However when she clicks on any of our tenant links (like to submit a ticket) she gets a 'create your own ticket system'  web address, as if she is not connected to our tenant. No other individuals have this issue. I can see in Jira she has two accounts but in atlassian she has one. I am unsure about removing accounts in Jira incase it removes her from her comments/tickets etc.

[Marcus Jones · Accepted solution]

Hi @David Willoughby ,

I'm wondering if it has anything to do with the fact that she has access to multiple tenants. Is she accessing your tenant via your specific url?

https://<your_tenant_name.atlassian.net>/jira/projects

Has she tried it in an incognito browser? It could be redirecting her based on the browser cache. 

She should be asked to log in, instead of being shown the generic "create your own ticket" message. 

~Hope that helps :)

[David Willoughby]

Thank you, didn't think of trying it that way around. We have isolated the 'bad' login. Using this method. Very much appreciated.