Portal Only customers being turned into Atlassian Accounts

[Jason Frisbee]

Because of changes to Jira over the years, how we added customers to our service desk was done differently or incorrectly, resulting in customers who should have been portal only / email support being converted to Atlassian accounts. In an effort to clean up the accounts (removing terminated employees) so we can mass log out accounts to force the 2FA sign, we removed accounts that had no apps assigned.

As a result, we now do not have the ability to add the person back as a portal only user? It's insisting that we re-activate their Atlassian account, which they don't use..

[Dan Breyen · Accepted solution]

Hi @Jason Frisbee welcome to the community.  I ran into the same situation.  I had some users that had their business unit sold to another company, so they no longer had access to thei accounts created in JSM.  If they have an Atlassian Account, you can not add them again as a Portal Only user, as they can't have two different types of accounts.  I had to delete their Atlassian Account, then was able to create them as a Portal Only user.

[Dan Breyen]

From Settings / User Management on the Directory tab, if you select 'Users' from the left menu, you're presented with a list of users.  Find the one you want to delete, click on the 'kabob', (3 dots) and choose 'Remove User'.

[Bernd Gurn]

@Dan BreyenMay i ask you how you deleted the Atlassian account of theses users? Did you had access to the users account credentials for logging in into the Atlassian account in behalf of the user and delete the account?

For some (test) accounts we have a similar situation and i am interested in a solution.

Regards, BeGu

[Bernd Gurn]

If this answer

was meant as answer to my question then:

- first: thanks for your reply

- second: i know how to remove user at my site

- but third: what if the user has an (separate) Atlassian account (for instance created before trying to get an JSM account at my site)? Sometimes the onboarding (via invitation email) can´t be fulfilled by because the user gets an error message that something went wrong (and no further hints why or by what reasons). In such cases we need the help of Atlassian

OR do you have some additional ideas for solving such cases?