Admin left and need a current employee to be granted their admin rights

[Joe Rish]

Hello everyone - I know this question has already been posted to the community - but there is no answer other than enter a ticket. I go to enter a ticket, and after it asks for our URL, the only choice is to "ask the community", soo I'm getting no where. 
There is no contact phone #, no direct support line. I need help - please. 
Our Admin left and I need to be granted admin rights.   We do have one individual with what appears to be super user rights but neither one of us can figure out how to transfer that to me - as this person is moving to a difference department. 

I'm not a seasoned user. I am a manager trying to get full admin right so I can manage users. Any help would be greatly appreciated.  Thank you in advance.

[Trudy Claspill]

Hello @Joe Rish 

Welcome to the Atlassian community.

Is the other person a Jira Product Administrator or an Organization Administrator for your Atlassian Cloud  Organization? These are two different levels of access with the Organization Administrator being the highest level of access. That is the level of access needed in order to be able to manage everything; all products, billing, user management, etc. for your Atlassian Cloud Organization.

Only another Organization Admin can give Organization Admin access to other people.

If your colleague is only a Jira Product Admin, with access to manage only the configuration within the Jira product, they will not be able to give you Organization Administrator access.

If that person is an Organization Admin, they can follow the guidance in this document to grant another user Organization Admin access.

https://support.atlassian.com/user-management/docs/give-users-admin-permissions/

If you and your colleague are struggling to understand the steps in that document, let us know and we can guide you. We will need to know what steps are being executed and how what is seen in the screens is different than what the document describes.

Alternately, if your colleague is an Organization Admin or Jira Product Admin, they should be able to create a support ticket through https://support.atlassian.com/contact/#/

If it turns out that there are no Organization Admins left in your company and your colleague doesn't have access to create a support ticket, then you will have to contact the Licensing team at Atlassian to get additional support. That can be done by completing the form here:

https://www.atlassian.com/company/contact/purchasing-licensing#/

[Joe Rish]

Hello ! and thank you so much for the prompt reply. 

How do I find out if the other person is a  Jira Product Administrator or an Organization Administrator  ?   I took over this department, and any former knowledge of our account and/or products is gone. 

[Trudy Claspill]

Hello @Joe Rish 

If you are not an Organization Administrator your self there is no way for you to look up who the Organization Administrators are. 

You can ask other users to attempt to access https://admin.atlassian.com to see if they have access to manage the Organization.

There are various types of administrative access in the Atlassian Cloud ecosystem which depend on the type of User Management (original or centralized) enabled for your site. For more information on the various types of administrators per each user management methodology refer to

https://support.atlassian.com/user-management/docs/what-are-the-different-types-of-admin-roles/

There is not a tag that appears next to a user's name for the other types of administrator besides Organization Administrator in the Original User Management interface. I'm not sure about the Centralized User Management interface because I have not worked with that.

Product Administrators will see access the the options I have boxed in red when clicking the gear icon next to their avatar in Jira.

A user who has access to manage the Billing for the site will see the item in the blue box.

A user who has access to manage user access to the product will see the last item in gray.

Because there are two types of User Management and I don't know which one you have, I can't tell you the exact navigation or options to check to determine the access of other users. What you can see will also depend on your own level of administrative access.

If you share with us screen images of what you see (obscuring confidential information, because this is a publicly accessible forum) we can try to provide more specific guidance related to your configuration.

You can also reach out to Atlassian Licensing Support to get assistance, or to Atlassian Technical Support (if you are a Product, Site, or Organization Admin) as I mentioned in my first reply.

On a side note, from the Learning link at the top of the Community pages you can access free, on-demand training to learn about the functionality and management of Atlassian products.

You could also consider reaching out to an Atlassian Solution Partner for product training and/or assistance with managing/supporting your Atlassian Cloud environment. You can find partners based on geographic regions and specializations from the Atlassian Partner Directory. (Disclosure: I work for Praecipio, and Atlassian Platinum Solution Partner serving North America.)

[Joe Rish]

Hello, just following up please. 

I was able to find our Org admin, and get assign admin rights. 

I now need billing access. I've sent a note to atlassian for billing access and have not received a response.   I have email access to the former employee named on the billing, but I need explicit instructions on how to transfer this to me. Please.

[Trudy Claspill]

Hello @Joe Rish 

Take a look at this page for how to administer billing for products:

https://support.atlassian.com/subscriptions-and-billing/docs/understand-billing-administration/

The process, and who can execute it, will depend on the Billing Experience applied to your site.

Generally speaking only somebody that already has Billing access will be able to grant that access to another users.

If you are able to login under the former billing admin/contacts account, then you should be able to follow the guidance in the document above to give your own account access.

Again, I would encourage you to encourage your company to make sure you have at least two admins at each level - Organization, Product, Billing, User.

On a side note, here is a reference to the different types of Cloud admins and what they can do.

https://support.atlassian.com/user-management/docs/what-are-the-different-types-of-admin-roles/

[John Funk]

Hi Joe - Welcome to the Atlassian Community!

Let me see if someone from Atlassian can come help.