How to stop duplication of customers

[Aaron Geister]

I have duplication of customers in the customers portion of service desk. I put people in groups base on department. Once they are in the departments they are then moving outside the groups into the field below the groups and population in both the group and the outside of it. How can I stop this from happening? 

[Ismael Jimoh]

Hi @Aaron Geister 

When you say you added the customer yo a group and they are populating the group and outside of it.

Do you mean you are adding customers to organization ? If yes then the described is the expected behavior.

If not then can you help clarify (if possible with screen shots what you are trying to achieve.

[Aaron Geister]

Ismael, 

Yes I mean adding them to organizations. I have add organization to be close to our AD OU's until we finish connecting AD to our cloud instance of Jira service desk. 

They are being added to the respective organization but then populating outside of that at odd times. I wish them to stay in there to keep things organized and people in specific groups/ organizations. 

[Aaron Geister]

Also when they are population outside of the respective organization it is making a second instance of that customer. Which has also stopped them from seeing their queues in the requests tab in the top right corner of the portal by their profile. 

If we add the Active Directory sync will this stop that from happening? 

[Ismael Jimoh]

Hi @Aaron Geister 

I do not have a clear understanding of how you configured your settings especially with the saying: "I have add organization to be close to our AD OU's until we finish connecting AD to our cloud instance of Jira service desk.".

If you are adding users to organisations in JIRA Service Desk,

you simply create the users and then go to the Customers page in each project and add the users to the organisation.

• The users would still apply outside the organisation because by design, a user may decide not to share a ticket with his organisation but any tickets which are shared with the organisation would be visible in the my request for all users.

As for configuring/syncing users from your AD, it is important that the user have the same username(note that the user does not inherit the groups and permissions from the AD and since these are just customers, not having them in any group should work fine.)

If the username is the same irrespective of which directory is in the first position then your users should see their tickets correctly(JIRA should assume it is the same user).

If the username is different then it is possible for JIRA not to create a duplicate user and you would then need to first fix this problem(you can confirm this by checking your database to see if there are duplicate users in the cwd_user and app_user tables). Cleaning this would require knowledge of the JIRA database structure to fix the problem in all tables that may have mapped the user differently so you can fix this.

Will synchronising the directory fix the issue?

I cannot say because I do not know why you already have duplicate users, especially if 1 set is coming from your AD.

My advise is confirm if you have a problem with duplicate users first (get the directory of each user as well).

Based on the above, we could explore how to fix the issue because we may be able to bulk move tickets from one account to the other.

Cheers.

[Aaron Geister]

What I meant was that we had add the same organizations to replicate what we have in Active Directory. I am still in the process of AD integration and haven't finish setting it up. Our instance of Jira Cloud Service Desk is still in testing phase and we have not implemented it company wide. I have been adding customers (management) to our customer base in the customer section of Service Desk. We have around 10 customers who are helping us test out the ticketing entries so we can make changes. So I have been manually add customers by email invite. I was unsure how the organizations worked. I have been adding them to the organizations when i invite the customer. It was my understanding that they would be in that organization permanently. Most of them have stayed in their respective place but a few users have moved outside of their container and now it shows them in the container and one outside the container. The one in the container will show if they have put in tickets the other doesn't. We are on a cloud instance. 

At this time we have Onelogin configured but I haven't set up AD yet. So the organizations and user have all been manually added to our Service Desk. Hope this give you a better idea. 

[Ismael Jimoh]

Hi @Aaron Geister 

The behaviour you described is odd then.

May I suggest 2 things:

1. Check if the user has the same name in both the normal customer page and the organisation page. If yes, then remove the user from the organisation page and ensure the external one works then add customer back.
2. Check if the behaviour affects all organisations or some. If some then look at what is different in this organisation from others.

As we would need some access to your instance to  be able to replicate the behaviour, I would suggest raising a ticket with the Atlassian support team as well because it would be easier for them to access the logs of your instance to do a Root Cause Analysis.

Cheers!