Request participants list incorrect

[Hester James]

This seems to pop up multiple times but I can't see any solution. I have two people with incorrect email addresses. They were removed from the system and didn't even accept the invite. They were re-added with the correct email address. However now both the incorrect and the correct email addresses are available in the Request Participants field. It definitely should not show anyone who has not accepted an invite - surely that is a data protection issue?

[Alex Koxaras -Relational- · Accepted solution]

Hi @Hester James 

Do these users have atlassian accounts, or are they portal only customers? Is they are atlassian accounts, then suspend them/remove them from your instance. If they are portal only customers, remove them from the project and delete them as well.

[Alex Koxaras -Relational-]

@Hester James 

Managed accounts are the accounts from a verified domain. Have you verified your domain? If not, then you will not find them there. You will also not find them there if their email domain it's different from the domain you have verified.

Search the "User" instead, under directory. If the users are present there, then remove them from your instance. If they are not present there, as mentioned previously, search your portal only accounts and delete them.

[Alex Koxaras -Relational-]

@Hester James since they are portal only customers then:

• Cog wheel > user admin (just to get you to admin.atlassian.com)
• Apps > Sites > Find and click the site you are on
• Jira Service Management > Portal Only customer
• Find and delete the false users

If you are not able to do it, ask an org admin to do it for you.

[Hester James]

@Alex Koxaras -Relational- that was it!

Thanks so much that's a relief

[Alex Koxaras -Relational-]

Cool! Glad to be able to help. If thats ok with you, kindly mark my answer as accepted, in order to help others in the community with similar problem. Much appreciated!

[Hester James]

Hi @Alex Koxaras -Relational- 

Thanks for the response. They are portal only customers. I can't see anywhere they are listed in the project at all?

Thanks

[Dave Mathijs]

Hi @Hester James

The Request Participant field uses Atlassian's user identity directory, not just the JSM project/space customer list.

When you delete a user, remove a customer from a project or deactivate a user, Atlassian retains the user record (often shown as Former user) to preserve work item history, audit logs, mentions and comments.

Because of this, email addresses remain indexed and they can still appear in the user picker autocomplete. Cloud admins cannot reindex or purge users manually.

The only way to complete remove the email is a "GDPR delte" i.e. a permanent deletion of the account, not a deactivation or suspension.

1. Go to Admin → Directory → Managed accounts

2. Find the user

3. Choose Delete account

4. Confirm permanent deletion

This action breaks user references and is irreversible and intended for GDPR/right to be forgotten cases.

[Hester James]

Hi @Dave Mathijs 

Thanks for the response - I can't see them in Managed accounts either, perhaps because they were unable to accept the invite due to being incorrect email addresses?

Thanks

[Dave Mathijs]

Hi, are you able to find the user accounts in the "regular" directory?

[Hester James]

Hi

They aren't in the Admin section at all that I can see. I also looked in People and access in the Space settings and they aren't there. I can't think of anywhere else to look!