Troubleshoot Duplicate User Accounts

Occasionally you will find duplicate user accounts when adding reporters, request participants, or watchers to an issue in Jira. 

Understanding Duplicate Accounts

In the example below, the first, second, and fourth user in the dropdown list are all the same person. The first one is a licensed Atlassian user created by an Atlassian administrator, the second one was provisioned by Sailpoint as a Jira Service Desk Customer, and the third one was likely generated by interacting with Jira Service Desk by email with the michele.bromley@pdx.edu alias. 

Open

Knowing Which Account to Use?

The assignee field in Jira only lets you assign licensed Atlassian users, but when adding reporters, request participants, or watchers, you will see all possible account types. If a user has an Atlassian account, you should use it whenever possible. This account will likely be the first in the list, and generally will have a profile picture.