We are making a range of changes to reduce the complexity of providing support.
Historically we provided a hybrid model where we had Jira Service Management Portal Users as well as Atlassian ID interactive users, this causes much confusion when ‘sharing’ issues with others as well as creating scenarios for duplicate accounts causing problems for user lookup by email.
Confluence
All interactive user access (including Questions support) have been removed, the site is read-only to all, including anonymous.
Jira
We are progressing through registered accounts, revoking app access.
Accounts not used recently
Accounts unused in May/Jun this year had their site access revoked. Those users will not be able to create issues interactively in the SUPPORT project any more, and will need to create a Portal account, see:
Active accounts
Accounts that were active in May/Jun remain active for interactive use, and will have site access revoked when no open support tickets can be found, Those users will then need a Portal account to create support cases.
Unexpected outcomes for revoked users
Where we have revoked an interactive user, we find a bug in the Portal signup (seemingly closed https://jira.atlassian.com/browse/JSDCLOUD-6043), that prevents the exact email address from being used to register a Portal account.
Atlassian is aware, we have an open support case to resolve:
Meantime, we recommend creating a portal account with an alternate email, or using a sub-address in your main email (e.g.: user@domain.com becomes user+ppl@domain.com) that will still ‘deliver’ to the main address. If you use the sub-address path, note that:
Portal users cannot change their email: https://jira.atlassian.com/browse/JSDCLOUD-4346
Admins cannot change Portal users email: https://jira.atlassian.com/browse/JSDCLOUD-5746
Email only as a fallback
If you have problems creating a portal account, feel free to just send us an email at support@thepluginpeople.com which will always create an issue with us.