JIRA Service Desk keep revoking someone's access and some people have duplicated accounts

[Theresia Agustina]

I have no idea why, but some people in my JIRA Service Desk has been registered as customers before and then suddenly their profile stopped working. A new profile appeared with their identical email address but the "worked on" part is missing.

Case in Point.

This is what I saw when I access User A from Customers menu in JIRA service desk.

When I click on the user name (which linked to his "People" profile), this is what I see.

In the meantime, when I go back to People Search and search User A manually, this is what I see.

It looks like my User A, for whatever reason, has a brand new account and he's now unable to access JIRA service desk using his old email address even though this new account listed the same email address in its contact.

I've had this issue happening with 2 - 3 people now, can someone from Atlassian help?

Thanks.

[Jack Brickey · Accepted solution]

It will be difficult for us in the Community to troubleshoot this. I would suggest that you contact Atlassian Support so they can log in and have a look at what is going on.

[Theresia Agustina]

Thanks Jack!
Sent it to support. Was wondering if maybe someone from Community also experience similar issue and maybe have a workaround. :)

[Rabbit Stoddard]

Yep, I'm having the exact same issue, and am sending to Support also.