Can I have a single external user access JIRA Software and JIRA Client Portal?

[Ruman]

So I have an external user, let's assume "user@jira.com" and the account has been named "Jira User". Key points:

1. User has access to a JIRA Software board as the need to raise bugs for the devs to fix. This means the user has a Atlassian Account, which is correct.
2. The user also needs access to a Service Desk Client portal. However, when I add the users email address in the Organization under "Customers" within the Service Desk Project, it only adds the Atlassian account.
3. Now I have administered both accounts and set names to identify them (Atlassian Account/Portal Access Account) but I cannot add the Service Desk Portal account, this means the client cannot see all other tickets raised by his colleagues under the same Organization.

Any help in this matter will be appreciated.

[Andy Heinzer]

Hi Ruman,

I am somewhat confused here.  You certainly can have a single user account that can access a Jira Board of a Software project and the customer portal of Service Desk project.  However you seem to have determined there are two accounts here.  I don't quite follow why there would be two accounts for this one user.

You stated:

However, when I add the users email address in the Organization under "Customers" within the Service Desk Project, it only adds the Atlassian account.

What other account are you expecting to see here?  Does this user have another account on the site that has a different email address perhaps?  If that is the case, then that might explain the problems they see here.  There is no way to merge two different user accounts into one.  But you should still be able to give a single user access to both resources on the site so that they can access both without having to logout.

Perhaps have this user go into the customer portal, then go to their profile, for Service Desk Cloud that is in the top right right corner under their avatar. 

This should at least tell us the specific Email address they are using for that specific account.  I would expect this could be a different account than the other one.

Andy