Problem changing a user from a service desk customer to jira software user

[Michael Royle]

I've got 2 users with service desk only access who I have invited as Jira users.  They have received the invite but when they click on the 'join them now' link in the invite email it takes them to the 'Welcome to Regatta IT Service Desk' screen and there Jira user details says to 'Resend invite' - does anyone know what I've done wrong?

I've followed this process before, and usually once they have accepted the invite I remove them as a customer so they don't have two logins.  I also them add them to the projects I want them to see.

For info, I have set them both up as 'Basic' roles with access to Jira Service Desk and Jira Software.  The groups they are added to are 'Jira-Servicedesk-users' and 'jira-software-users'.

Thanks

[Dario B · Accepted solution]

Hello @Michael Royle ,

The reported scenario seems to match what's described in the Manage Jira Service Desk customer accounts documentation page, in the section quoted below:

What happens if a portal-only customer is invited to Atlassian account?

If a portal-only customer is invited to an Atlassian product, you'll see a note in their profile prompting you to migrate them to an Atlassian account. If you don't migrate the user, then they can't view requests they sent as a portal-only user.

Can you kindly migrate the desired portal-only customers accounts to Atlassian Accounts and confirm this works?

In order to do so:

1. Go to your site's Administration at admin.atlassian.com:
   • If you're an admin for one site, you'll land on the Users page of your site.
   • If you're an admin for multiple sites or an organization admin, click a site's name and URL to open the Administration for that site.
2. Click Jira Service Desk.
3. From the customer you want to migrate, select Migrate to Atlassian account from the More options dropdown.

Cheers,
Dario

[Michael Royle]

Hi Dario - this works, thank you!  

Has this chanced recently as I did the exact same activity around 3 months ago and I didn't have to do this.

Thanks, Michael

[Dario B]

You are very welcome @Michael Royle ! 

I believe this changed to give the site-admins more control and the possibility to review before converting the accounts.

However, if you like, I can ask the Jira service desk team for some more details about it since I was not using JSD myself 3 months ago and I might be wrong :) 

Have a nice weekend!

Cheers,
Dario