JIRA User Account Email Management

[Abdul Mutaal Siddiqui]

I am an org & site admin of our Atlassian Environment.

We have 30-40 users which we've created as customer and provide them access to multiple products as required. We have been working in Jira for 2-3 years.

Now, we have changed our main domain address (abcxx.com) to (abc.com.pk) and all emails are route to both email addresses.

All of our users were added in Atlassian with their old email addresses using old domain (abcxx.com). We also allow our new domain to our all sites. Now, we are facing 2 issues which are mentioned below.

• Each time user login to Atlassian. They mistakenly login with new email address (abc.com.pk) which create a separate user account. Which also create our overall user license cost and user cannot see their old data except logging out their profile and login again with their old email address.
• We have to go to every individual user and change their email address from their Manage Account settings. And if any user already created separate account using new domain (abc.com.pk) then we first have to delete new account which will take 14days then after 14days we were able to change their old email address to new one.

Solution Required:
As an ORG & SITE ADMIN we should have an ability to change email addresses of our users. Our Domain is not verified in Atlassian. But can we change email addresses of our external user.

[Dave Mathijs · Accepted solution]

Hi @Abdul Mutaal Siddiqui welcome to the Atlassian Community!

I fully understand your requirement and I agree that it is not easy when an email address (which is the identifier of an account) changes for a user/customer because their domain is changed.

Apart from that question, I can already tell you that you cannot manage accounts if the domain is not verified. You need to verify you domain first so you can manage the accounts.

[Abdul Mutaal Siddiqui]

Ok I understand and Thanks @Dave Mathijs ,

There are some confusions from my side. I would be thankful if you can answer those as well. 

1- Can I change my external user's email address as well. Or after verification it can import users from our AD? Because our AD has more users than Atlassian licenses.

2- We have currently 2 domains, abcxx.com and abc.com.pk. Should I need to verify both of them or 1 verified domain is enough.

[Abdul Mutaal Siddiqui]

3- Is there any changes we can face after domain verification, or any limitation applied to us after that. Please let me know this as well.

[Abdul Mutaal Siddiqui]

Hey @Dave Mathijs 

Good day to you. I am waiting for your or any other community expert's response.

Thanks

[Dave Mathijs]

Hi @Abdul Mutaal Siddiqui 

You need to keep in mind that authentication and history in Atlassian products is based on the user's e-mail address as sole identifier.

There's a difference between unmanaged and managed accounts.

Please see KB article Change Atlassian account email address for more info.

[Abdul Mutaal Siddiqui]

@Dave Mathijs 

Thanks for your reply. As per my understanding (correct me if I am wrong please)

Right now, we didn't verify our organization/domain. That is why we can't access manage user's tab.

And being unverified domain, we just add our users manually and give them access to our Confluence or Jira groups. Which are right now, unmanaged users.

Confirm me, If we verify our organization/domain in Admin panel. Can we also able to manage those accounts which are already created as unmanaged users? 

[Dave Mathijs]

By verifying the domain, all existing and newly created users with the same e-mail domain will become managed accounts, yes.

[Abdul Mutaal Siddiqui]

@Dave Mathijs 

Thank you. That's clear for me.

But one thing you forget to clear is that.

Currently we have 2 domain users. DomainA (old) DomainB (new).

1- Do we have to verify both Domains?

2- Do we have to verify Domain A or B only?

[Dave Mathijs]

@Abdul Mutaal Siddiqui 

If your organization is the owner of both domains, I would verify them both.

[Abdul Mutaal Siddiqui]

@Dave Mathijs Yes we're owner of both domains.

Thank you so much for your cooperation. We will verify both domain by this Monday.

I really appreciate your support.

Thank you so much.

[Dave Mathijs]

Thanks to click on the Accept answer button if it helped you.

[Oleg Topchi]

@Dave Mathijs