I am a member of site-admins but I can't add a user

[Graham Mann]

Hi there,

I strongly suspect the reason for my issue is that the original site-admins user has left our organization and I have since taken over, and the process that was followed was somehow incomplete.

I can go to the Admin / Directory section and "invite" a user. However

• They never receive an invite
• Even when inviting them I am told that the request will have to be "approved by an administrator" 

I've also tried making my new user a member of site-admins; no change here 

I should note that:

• There are 3 further users of our system which do not show up in Admin / Directory. 
• Attempts to Export Users always fail with email "Unable to export your users" and clicking on the "Select users to export" link in the email results in a "Failed to load user details" message
  
  

I would be very grateful for any assistance here.

[Andy Heinzer · Accepted solution]

Hi Graham,

I took a closer look here and I can confirm that your account is not yet a site-admin here.  I realize based on your comments that the site-admin has left your organization.  I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-895526

I also added Dan C. to that ticket, as this user is listed as the billing contact on the account.  There is a process our support team can follow in that ticket in order to potentially promote the billing contact (Dan) to a site-admin if there are no other active site-admins. From there, Dan could then make you a site-admin.  This may take some time to complete, but I recommend following up there.

Regards,

Andy

[Graham Mann]

Thank you for this @Andy Heinzer , this has resolved my issue. Thank you so much to @Brant Schroeder for your help throughout too.

[Brant Schroeder]

@Graham Mann welcome to the Atlassian community

Are you following the steps here: https://support.atlassian.com/user-management/docs/give-users-admin-permissions/ 

[Graham Mann]

Thank you, Brant.

Yes I am following that. As mentioned, this is not showing the full list of active users for my organisation.

[Brant Schroeder]

@Graham Mann who is your org administrator?

[Graham Mann]

@Brant Schroeder I am, or at least I should be. The person who was our org administrator left the organisation; before this happened we believed we had set me up as the org administrator before removing my colleague's profile.

I have my former colleague's credentials and go no longer log in with them, so this profile removal certainly appears to have been successful. 

[Brant Schroeder]

@Graham Mann If you go here are you able to add other admins http://admin.atlassian.com/ and select directory.

[Graham Mann]

It looks like the org administrator is clearly not me, as I can not see Administrators here:

And as the person who would be the org administrator has their profile disabled, it looks like I'm stuck. Do I need someone from Atlassian to help resolve this?

[Brant Schroeder]

@Graham Mann yes you will need to submit a support issue with Atlassian https://support.atlassian.com/contact/ 

[Graham Mann]

Thank you again @Brant Schroeder. However I can't submit an issue via that portal (because we are on the free plan). Further, I can't upgrade to a paid plan (I think because of the same issue of not being the Org admin). 

It looks like I'm well and truly snookered here, unless anyone from Atlassian can help?

[Brant Schroeder]

I will escalate it to Atlassian, I should have seen that you were on a free plan.  

[Graham Mann]

If you could, that would be very much appreciated @Brant Schroeder. And thank you so much for your help with this, throughout the process.