Loosing customer portal access when inviting a customer to JSW

[Gil]

Hi.

A customer we have is using the Customer Portal to raise issues.

That same customer is also invited to our JSW project.

The moment the customer signs up to JSW, he loses the ability to raise support requests and view his existing support issues.

Why is this?

How can a customer retain their customer portal accessibility and also be a JSW user?

[Hernan Halabi - Elite IT Consulting Group]

Even if the customer goes to the portal url he can't access? What does it say when going there? Provide some screenshots if possible.

What I would expect to happen is that once the user has a license, of the user goes to the base URL, there won't be a redirect to the portal as usually happens with unlicensed users, but what you are describing isn't the expected behavior

[Gil]

That's what they see.

I sent two separate invitation to the same email address. This customer needs to access the customer portal to raise issues, but also to be able to access JSW, not JSD.

[Hernan Halabi - Elite IT Consulting Group]

That's odd, if you search for the user in the user section does it appears only once? Maybe users are messing up and get duplicated (happened to us on server in the past). 

How does the user show at the JSD project before and after you add the license? And how does it show if after the license is added and you remove and add again the user to JSD? Sometimes users at JSD are just emails but when they have a license they show the full name, I'm wondering if this is causing some problems which is why the questions

[Gil]

If the user only has customer portal access invite and it is not part of JSW, then no issues.

The problem starts when the same user is invited to JSW.

It's the same email address, but I think the account management in Jira is getting into some strange state.

Maybe I need to migrate the customer's account to Atlassian account?

[Hernan Halabi - Elite IT Consulting Group]

That might be the case and that's why I wanted to see some screenshots of what Jira is showing you from the different views

[Gil]

Oh sorry about that Hernan. The only screenshot I can provide is the one I posted above.

When the customer is logged in to JSW, there are no issues browsing the projects.

There are is no other screenshot that shows anything meaningful.

When I delete the customer from JSW, they gain back the access to Customer Portal and can raise tickets and view their existing tickets.

That's pretty much it.

[Hernan Halabi - Elite IT Consulting Group]

Even if you re-add them to the JSD project after assigning the JSW license?

[Gil]

yes.

in any case, migrating to an atlassian account seemed to reolve this.

[Hernan Halabi - Elite IT Consulting Group]

Not in the prettiest way but at least it's resolved

[Gil]

True. Thanks for trying to help out. Much appreciated.