How can an Organization Admin edit the full name of users in Jira?

[Isabel Mendonça]

Hello everyone :)

I'm an Organization Admin in Jira and I'm trying to update the display names of some users to their official full names. However, when I go to User Management and click the three-dot menu, some actions are greyed out and it says "Some actions aren't available to your role".

Is there a way to edit user display names directly in Jira, or does it need to be done elsewhere?

Thanks!

[Staffan Redelius · Accepted solution]

Hi @Isabel Mendonça and welcome.

If the accounts are "Managed" and is part of a domain you have claimed you can normally manage the information in the accounts. 

If the account is not "Managed" it needs to be updated by the user themselves.

If you have an IDP connected (i.e Okta or EntraID) the information needs to be updated in the AD or source feeding the IDP.

If you click on the profile you will see the text "Managed account" under the avatar and if you click on "Update details" you should see a text under the avatar i.e "Details managed by the user" or a banner saying "Account is managed by your idenity provider"

I hope this helps!

Best regards,
/Staffan

[Isabel Mendonça]

Thanks for the details, :)

Here’s the deadlock we're in: the accounts show as "Managed account", but users see the message "Full name is set by your admin" and cannot edit it; on the flip side, the Org Admin says they also cannot edit the names because the fields are locked/greyed out; our names in the IDP are correct, but they aren't reflecting in Jira.
It seems like a sync mapping issue where neither the user nor the admin has "write" access to the Full Name field. I'll have the Org Admin check the IDP sync status under "Identity Providers" to see if it's stuck. Thanks for the help!