Best practice for adding JSM customers to new projects from Active Directory

[Lori Harris]

We've just run into issue when using organization to bulk add users to new projects in our service portal. It looks like it created duplicate accounts, one for the existing projects they were in and a new one based on the additional organization. Has anyone else experienced this? Can accounts be merged?

[Lori Harris · Accepted solution]

We were able to resolve our issue by working with Jira admin to remediate our duplicate accounts.

Verify a domain to manage accounts | Atlassian Support

Then establish primary email and inactivate other account. When our AD sync occurred it pulled account activity to the correct account.