How to determine if a Jira account is created double

Johan Pulles November 4, 2024

Users / colleagues that have an Jira account under: 

https://admin.atlassian.com/ -> Directory -> Users

Or are available in a certain JIRA project as a customer does have a conflict while logging in into Jira. 

Question how can you determine if a person is created 'double': Once as a user and also as a customer for a certain Jira project with the same (unique) e-mail address? 

Which options / opportunities do you have to search on such a situation?

For example; In a Jira ticket / issue if you search on Request participant you'll see such an account 2 times.

Unfortunately you cannot see how these person is related or linked in such an occasion to this specific used Jira project. 

If you go to Jira -> Projects -> select the specific project -> Project Settings -> Details -> Access -> People and access -> the specific person who is available twice under the field request participant is not available. 

Could it be the case that the person is available in a different project? 

And how can you determine if a person is created double in Jira? Under users and eg under customers from a specific Jira account?

2 answers

0 votes
Johan Pulles November 4, 2024

I think you are right Tomislav and there is probably a typo involved...

I did not noticed before. 

Will check your provided suggestions!

Thanks,

Regards,

Johan Pulles

0 votes
Tomislav Tobijas _Koios_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 4, 2024

Hi @Johan Pulles ,

If I understand this correctly you're experiencing issues with customer (JSM portal-only) and Atlassian Cloud accounts?

Also, if I'm assuming right, you're using centralized user experience/management as Users page is under Directory tab.

Anyway, there are several options to migrate customer account data to Atlassian Account. Before, you'll need to navigate to Products > *select site > Portal-only customers and find relevant accounts.
From there you can follow the steps in the official documentation to migrate data to Atlassian account: https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/

2024-11-04_15-02-20.png

Hope this helps.

Cheers,
Tom

Johan Pulles November 4, 2024

Hi Tom,

You are right in your assumptions. 

But I don't would like to migrate a portal only customer to a new account. Because she is available as a customer only account but also as a Jira user. 

In this case the Jira user account is only necessary. 

Can I delete her as a customer only account without making sure that she is losing her history of certain open Jira tickets under her used email account?

Regards,

Johan Pulles

Johan Pulles November 4, 2024

Or can I still migrate her account? And will the customer only account be inactive for the same used e-mail address? And will the open Jira issues / tickets related from her still be available?

Regards,

Johan Pulles

Tomislav Tobijas _Koios_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 4, 2024

As you can see, these are two separate accounts due to two different email addresses (one is probably a typo). Assuming that the second one is a portal-only account, you could deactivate/revoke access to that one and 'transfer' all requests to a new account, if there are any requests to begin with.

To 'transfer' requests, you could search for all tickets where (for example) this wrong/old user is a request participant or a reporter, and then use bulk edit or automation to add the 'new' user account.

2024-11-04_16-47-07.png

If there are no requests, you can simply just deactivate or delete one account. Once that's done, you'll only see one user account connected to that person when you use the user picker fields.

Tomislav Tobijas _Koios_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 4, 2024

On an additional note, if you want to 'merge' everything from the old to the new account, these two accounts must have the same email address! Once they have the same email I think the migrate option should merge everything from the portal-only account to the existing Atlassian Cloud account.
Note that I never used merging on existing account but just 'transferred' requests as stated in my previous comment. That also 'transferred' all activity the person did with their portal-only account to their Atlassian Cloud account (comments and such).

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