Migrate Customer from server to Cloud

[Sebastian Benz]

Hi,.

we ar e migrating from ServiceDesk Server to Cloud. Unfortunalety the customer can't log in to the new site Are there special permissions I have to set?

Kind regards
Sebastian

[Daniel Ebers · Accepted solution]

Hi Sebastian,

the customer wants to login to the portal, is this correct?
Is it a local account (customer) or does the customer log in using an Atlassian account?
In case it is a local account did you try to reset the password?

Did they tell you the exact error message? It could be of help.

How are the permission set for Jira Service Desk, your project and the permission scheme?

Regards,
Daniel

[Sebastian Benz]

Hi, it,s a local Account. Customer only can Access the external Portal and raise Support-Tickets. Password reset works, but we have 800 customers migrated. I can Login with one of my Test Accounts, but Not with an other one. Configuration Looks the Same. Error Message incorrect Password

thanks for your help

[Daniel Ebers]

I am out of further ideas in this step. Maybe this is something support should help you also with.
From the outside I am puzzled why the password should be wrong now (looks like a collateral damage from migration).

[Tinker Fadoua]

@Sebastian Benz 

I am a bit confused when you say we migrated the users, do you have their accounts created in Jira?

Because with JSD your customers don't need an account so that you don't consume your licenses.

Please if you can elaborate little bit about how you manage the customers accounts.

I think that's where there is a problem. 

Best,

Fadoua

[Sebastian Benz]

Hello,

thanks for your reply. I created some screenshots to describe the problem better: External users can create accounts and raise tickets. They have to use a username and password, so they can follow the ticket status in the External portal. I want to migrate all these users to the new cloud site.

In the service Desk project, I can only see 250 customers and a error message, when clicking on one.

In the administration interface, I can see all customers. At the moments  some customers can log in, some not. I do not know the difference.

Thanks
Sebastian

[Tinker Fadoua]

@Sebastian Benz I deleted the last screenshot as it has your customers contact which is not safe since anyone can see it.

Let me check then get back to you 

[Sebastian Benz]

@Tinker Fadoua Ok, thank you. I searched in the community and found some similar issues but no solution. Is it a bug? I want to perform the productive migration until end of the year, id possible.

[Tinker Fadoua]

Let me search and promise to get back to you

[Tinker Fadoua]

@Sebastian Benz 

I find Atlassian docs very helpful when I was migrating customers instances

Please check the following:

https://www.atlassian.com/migration/cloud

JSD will be slightly different than Jira as there is the portal access to external customers who don't have to have an account in Jira.

Best,

Fadoua

[Tinker Fadoua]

https://support.atlassian.com/jira-cloud-administration/docs/what-are-the-differences-between-jira-cloud-and-jira-server/

[Sebastian Benz]

Hi, thanks for your reply. The Wohle Migration Works, only the external Customer don‘t have Access. I Hope it‘s a simple permission issue 

[DATPROF]

I've got the same issue? What was the solution?