The same customer has two accounts - combine tickets?

[Ásta Hrönn _RdN_]

Hi. 

I have a customer that used to has used her jsm access to create tickets. It was not a problem. Then I had to deactivate the jsm account so I could create an access for her in jira project system. Now I have removed her from the project system and she wants to continue to use the account she had. 

I did deactivate her access into the jira project system and activated her access to jsm. 

But she cannot access using the old account and when I look at the customerlist I see that she now has two accesses. The older one and one that was created when she sent an email to help@xxx.is

Looking at the top of the list you can see her earlier account, but there is no information if the access is active or not. And I cannot resend an invite to her, 

At the bottom of the list is the access that was created this morning when she sent an email to help@xxxx.is.

I know for a fact that both these accounts use the same address. 

1. Why is the status column empty for the older access

2. How can I resend an invite the the old account?

3. How can I combine the two accounts so that the customer can see all her requests in one place. 

[John Funk]

Hi Asta,

What is your goal for this account going forward? Should they just be a Portal Only Customer for JSM to submit tickets? Or should they also have a Jira license? 

[Piyush Annadate _ACE Pune_]

Hello @Ásta Hrönn _RdN_ ,
Yes, the issue is present for JSM portal and JIRA system account. 
We had the same issue and didn't got any better solutions, hence we moved the tickets from OLD to NEW account and disable the non-required one. 
 
You may merge them into a atlassian account else the above. 
Ref. https://jira.atlassian.com/browse/ID-6672 
Similar issue - https://community.atlassian.com/forums/Jira-Service-Management/Duplicate-users-Jira-and-customer-portal/qaq-p/1767101