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new Confluence accounts cause Jira Service Manager Customer accounts to loose access to project

Our company uses Jira Service Management as our Help Desk ticketing platform. Whenever someone is hired, the IT Department creates a Customer account for them in the JSM Project.  Many employees, but not all, are given Confluence accounts.  Access to Confluence is given some time after a JSM Customer account and uses the same email address as the Customer account.  When that Confluence account is activated, email sent by that user to JSM project email channel fails to get processed and returns the following error in the log, "FAILURE    You don't have permission to access this service project", where before Confluence account activation, the Customer account worked without error.jsm process log error.png

I have found a workaround.  When the error appears in the processing log, I delete the JSM customer account and re-add using the same email address.  Once re-added, the Customer information will contain the information the user entered for their Confluence account and work normally in JSM.

Our team would like to find another solution, if possible.  Can the Confluence account be synchronized with the JSM Customer account at its creation?  Can the synchronization be forced in some way? Should Confluence accounts be created at the time the JSM Customer account is created? Any insight the community might have would be welcome, thank you.

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Hello Jason,

Thank you for reaching out to Atlassian Community!

The permission failure happens exactly due to the reason you mentioned: duplicated accounts. 

Since there are a customer account and an internal account using the same email address, Jira won't recognize which one has permission to the project and this issue will happen.

The best option, in this case, instead of creating a new account to allow them to access Confluence, you can migrate their customer account to Atlassian account. This will also migrate all their ticket history to the new account and they won't lose access to the Service Management project.

When migrating an account, their customer account will be deactivated and a new one will be created under the Users' page.

If there are any other accounts that are currently duplicated, you can go to Cog icon > User management > Jira Service management and migrate the account. 

Screen Shot 2020-12-15 at 17.33.53.png

Following those steps will merge both customer and user accounts.

For future cases, instead of creating a new account for them, just go directly to the Jira Service Management's page and migrate the account.

Hope this helps!

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


Yes, thank you Angelica, that makes sense to me. Wait for a Confluence account to be activated and then import it into Jira Service Manager.

Actually, I do have another question about account creation.  When Angelica suggested, "instead of creating a new account for them, just go directly to the Jira Service Management's page and migrate the account", was she talking about a new Confluence account? And does that mean a Jira Service Management customer account still has to be created first?

Hi Jason,

It's not necessary to add them as a customer first. 

If they already have an account as a customer, the best option is to migrate this account in order to give them access to Confluence.

If their account doesn't exist, then invite them as a user, add them to Confluence and then, add them to the Service Management project for them to access the customer portal.

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