Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Oops, customer view issues Edited


In the customers view of any of our service desk projects, the list shows customers with their initials in the avatar image and others with the default gray user icon. If we hover over these users with the gray icon a message comes up with "Oops, looks like we’re having issues" and we cant access their profile. 

These users also are having issues everytime they try to log in and the log in form doesn't recognize anymore that they are using the same email domain as everyone else, so they can't use Microsoft SSO.

Let me know if you have any ideas on how to fix this.



Edit 1: We've tried exporting the user list from the User Management view, all of the gray icon users are not on the list.

1 answer

1 accepted

0 votes
Answer accepted

Hello @Otto Kog,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if those who are facing this issue are customers or non-licensed internal users.

Can you check with the site administrator if their accounts are listed on User management > Jira Service Desk customers? Are their accounts active?

Are they trying to login using the customer portal ( or Jira ( 

I'm asking because the customer portal doesn't work with SSO unless the customer was migrated to an Atlassian account, so they will be redirected to the Jira login page. 


Hello Angélica, 

They were using the customer portal, we solved it by migrating those users to Atlassian accounts.

Thank you.

Like Angélica Luz likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

227 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you