Missing service desk tickets for customers

[Purujeet Parida]

Tickets raised by the (unlicensed) customers to our servicedesk help center are no longer visible to them when they are given access as licensed employees with confluence access.

The tickets are still correctly linked inside the servicedesk project in JIRA but they are no longer visible to customers via the help center.

I have found that if I remove the confluence access, the tickets are again visible. I do need only a few teams on service desk (with other teams as customers) but all teams on confluence.

This should be a bug unless I am missing something?

[Angélica Luz]

Hello Purujeet,

Thank you for reaching out to Atlassian Community!

When we need to give customer access to Confluence or a Jira product, it's important that their account is migrated and not just create a new licensed account.

What I believe that happened in this case since you didn't mention if you migrated the account, is that the customer has now a duplicate account and this new account doesn't have permission to the project and once you remove the access to Confluence, then they can access the ticket using the customer account normally.

Please, go to Administration > Jira Service Desk and migrate the customer to Atlassian account. 

Once you do that, the customer account and the Atlassian account will be merged and they should have access to the tickets and the portal again.

Please, give it a try and let us know how it goes.

Regards,
Angélica

[Purujeet Parida]

Thank you Angelica - This solution works. I am a bit apprehensive about the message which says you cannot unmigrate or unlink the atlassian account which leads me to think that if the user were to be removed Srom atlassian account in future, they would lose access to all their tickets again? Since that use case is not a concern for me right now, I am quite happy with the solution you provided. Thank you!

[Angélica Luz]

Yes, it's not possible to migrate from Atlassian account to Customer account. 

When a customer is migrated, the customer account is not deleted but set as inactive. 

If someday you decide that the user must only access the portal and not Confluence anymore, you can just remove all the groups from their profile, so they can keep using the same account and accessing the tickets.

[Purujeet Parida]

Thank you @Angélica Luz

I am facing another issue with migrated accounts. They are unable to see their tickets on service desk portal (Where they are customers) from time to time. While migrating their account solves the problem, I am wondering why I have to do it every time this happens. In fact, it is a tad annoying why it happens again and again.

Could you please help me understand?

Thanks

Purujeet

[Angélica Luz]

Hi Purujeet,

When this issue happens, are they already users with access to Confluence or are they just customers? 

Is it happening to all customers or only for a specific domain?

I'm asking this because there is a setting on Administration that allows users to create their accounts and if that's the case, people that already have a customer account are creating their own user account and this may cause duplicated accounts.

Please, check on Administration > Site access if it's allowed any domain or specific domains.

Also, they are able to login to the customer portal and just not able to see the requests, is that correct?