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Over the last 12 months the Jira Service Desk team has been re-working how customer accounts are provisioned, moving away from our embedded account model to a new set of account directory services.
All customer accounts created after February 2018 have been provisioned in this directory. In the background, accounts that existed before this date were migrated automatically on their next portal login.
Due to upcoming GDPR deadlines, we need to complete the migration of the remaining customer accounts to the new service. This will mean users that have not logged in to your portal since February 2018 may be required to reset their password on their next portal login.
There are two ways portal passwords can be reset:
Customers can send a password reset link by hitting “Forgot your password?” on portal login page
Site admins can set the password for a portal customer via
Site administration > User Management > Jira Service Desk > “Portal Customers”
This will not affect your users who only create requests via email. If you have any questions, or require assistance, feel free to reach out to our Cloud Support team.