Deleteing og migrating portal only accounts?

[Lise Wåsjø]

I am wondering about deleting customer only accounts vs migrating into atlassian account.

We discovered that user picker when searching a name gave two choices for the same person, their atlassian user that tey use for jira and confluence. and then one user that they have never lgged into, which is the same e-mail address as their active atlassian account.

We have found that this is because way back when they were added as a portal customer user, although it has never been used. When they later gor provisioned in from Entra with their e-mail these two remained separate accounts.

I am wondering if it will be any possible negative side effects by deleting their portal only account? Or if I have to use the migrate to atlassian account. 

We ofc don't want to lose any information about the active atlassian acocunt with the same e-mail.

[Tomislav Tobijas · Accepted solution]

Hi @Lise Wåsjø ,

I'm guessing we're talking about Jira Service Management and customers here? I'm asking as this question landed in Confluence product group.

⚠️ Anyway, from my experience you can delete customer accounts (if you scroll down, you have section "Delete account consequences") and leave only Atlassian ones, but before you do so, the recommended step would be to bulk edit Reporters field/value.

Basically, you would need to search for all those tickets opened by this specific customer account and then bulk edit the Reporter to the 'new'/Atlassian account. From what I've seen, this even changes comment authors to this new/Atlassian account so it covered pretty much all our requirements.

Cheers,
Tobi

[Lise Wåsjø]

Oops my mistake, yes I'm talking about JSM and customers.

Thanks for the explanation!