Hi Atlassian Community,
I have a situation with one of my clients who is part of both a Jira Software board and a Service Management project. This user regularly comments on tickets and I add them as an approver when approving changes in the Service Management.
Recently, their Service Management user was classified as inactive and removed, even though they are actively involved. We added them back into the Service Management, but now there appear to be two users listed under "People" in the Service Management.
The account the client typically uses can now visit the Service Management again but cannot approve changes. When I check the user's account, it seems there's only one active account, and it appears that this account has never accessed the Service Management, even though it was used to comment earlier (but with restrictions on approving changes).
Has anyone encountered something similar? Is there any way to resolve this issue, and ensure the user can approve changes again without the duplicate accounts? Any insights on why the user was classified as inactive despite their regular activity would also be helpful!
Thanks in advance!
