Why do some users appear twice when adding to a project?

[Thomas Barns]

I have a jira user who is unable to see a particular project. On looking at that project it appears he has been added to it. But on investigation he appears to have a 'ghost' account - he appears twice on the list of users to add to a project, once with his email address included and once without. Both can be added to the same project.

He's still only there once in the list of users in the Administration portal.

Any ideas?

[Jack Brickey · Accepted solution]

I expect the user was added twice. In the admin view be sure to look for inactive users and also see if one is a "portal only user". If you find two deactivate/remove the 'bad' one.

[Thomas Barns]

No inactive atlassian user with this username. If possibly added twice is there anywhere else (other than atlassian user admin) I might see the other one? Not sure why/how one would be added without an email address though.

thanks

[Jack Brickey]

attach some images of what you are seeing. maybe it will give me some ideas.

[Thomas Barns]

Email address has appeared for the 'ghost' user as well now - there are still two of them in the users list while only one user officially exists though (this is after adding both separately in an attempt to get him access):

[Jack Brickey]

you should check two places:

• Jira Settings > User management > Users 
• Jira Settings > User management > Jira Service Desk > Portal only users

one possibility is that they are show in both Users and Portal only. If so, and they need to have application access then you should see a message in the Portal only suggesting Migrate user if so proceed with that. If they don't need application access but have it then uncheck the application access in the edit user screen. If they only appear in one or the other I need to ponder other possible causes.

Also, what does the "Customers" screen show for these users? Are you using Organizations? If so are the users listed in and org or at the root customer level?

[Thomas Barns]

You're right - it was a portal only user. I was expecting all user types to appear on the users screen

[William Pettersson]

This worked for me as well thanks for the info,