Losing access to ServiceDesk portal when added as a confluence or jira user

[Maxime VANHAMME]

Hi Team,

We have a couple of people that we have added as customers of the JIRA ServiceDesk.

They have access and everything was workign fine untill we added a some of them also as Confluence or JIRA users. When doing so, it seems they are losing their access to the ServiceDesk. No way for them to access anymore the ServiceDesk portal.

Side note, we are using the CLOUD solution.

Any clue of to solve this?

[Vasi]

Hey Maxime,

Based on your description, here is what I think is happening here:

You might have created two separate accounts now: one Service Desk Customer and one Jira user (Atlassian Account). 

As a result, tickets are initially created by Service Desk Customer and it is expected that "new" Jira user won't be able to see it. Even though these two users are using the same email address, Jira treats these two users separately.
So basically your user started to login to Jira via "new" account.

You can check it if you look into the list of Service Desk Customers here (you need site-admin permissions):
https://<instance_name>.atlassian.net/admin/jira-service-desk/portal-only-customers

If your user is in the list, and user with the same email address is also in the list of Jira users (admin -> Users), then seems like this is what's happening.

To fix this, you need to migrate your Service Desk Customer to "Atlassian Account".
You can do it by selecting your user from Service Desk Customer list (you need admin permissions) and at the top right corner you will see "Migrate to Atlassian Account".

You can check some additional details about migration here as well:
https://confluence.atlassian.com/cloud/manage-jira-service-desk-customer-accounts-913213935.html

Let me know if my explanation helps and this is the case.
If not, I would recommend you to get in touch with Atlassian Support.

Cheers,
Vasily