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User with both customer account and atlassian account for SAME username

Jan De Wael (REstore) November 5, 2020

We have a Atlassian cloud setup with:
- JIRA Service Desk
- OpsGenie

For some unknown reason, I ended up with a user ""
having 2 accounts:

- a customer account for Portal-only access to the JIRA Service Desk
- an Atlassian account for OpsGenie access - and NO access the JIRA Service Desk

My questions:
- Is this a valid configuration having 2 accounts for same username ""
- Can I get configure to a single Atlassian account for this user, but still restrict to portal-only for JIRA Service Desk access? (user should not have JIRA Service Desk license)




4 answers

2 votes
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 5, 2020

Hello Jan,

Welcome to Atlassian Community!

It's possible to have two accounts on the same site. The portal only account is stored locally on the site while the user account which is an Atlassian account can be used on any Atlassian Cloud product. 

With this said, if OpsGenie and Service Desk are under the same domain, it's possible to merge the accounts, and even if the account shows under "Users", the account can still be a portal-only account.

Before migrating the account to Atlassian account, make sure to disable the product access. Go to Cog icon > User management > Product access and disable the access for Service Desk and other products from the site.

Screen Shot 2020-11-05 at 18.24.16.png

After that, still on User management, click on Jira Service Desk and click on "Migrate to Atlassian account" for the desired account.

Screen Shot 2020-11-05 at 18.26.50.png

This step is important because all tickets created and comments made by using the customer account will be migrated to the other account that already exists on the site.

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


0 votes
Miriam Hopton July 27, 2022

Does happen to know if this has changed since 2020? 

We have it setup where we launched ServiceDesk first, using the free Customer Portal account type.  We are slowly creating confluence licenses for users and coming to a moment where once licensed, users are unable to log in due to having two accounts (service desk customer and the license account).


The only solution at the moment is to merge accounts. Once merged, users can log in successfully.

My question is (to anyone on this thread): do you know of another workaround to this besides troubleshooting each user that cannot log in --> merging their accounts? We have 3 admins in the company and it can be a bottleneck situation. Without making everyone in our team an admin to merge accounts, I am not sure of another solution.

0 votes
Jan De Wael (REstore) November 9, 2020

Although it is possible to have 2 accounts for same user name, - one as Portal Only account and one as Atlassian Account - this will not allow to login to the Portal with the Portal Only password.

Migration to Atlassian account worked, and is required to get access to the Service Desk tickets submitted with the Portal Only account.

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