Project Customer (Not Portal-Only Customer) can't change their names.

[Pipat Thongklip]

I have looked through everywhere in the community who might have a similar issue like mine but I can't find anything at all.

My customers have registered into my project with a method that my admin team add their Atlassian account into our domain as "Jira Service Management - Customer"

and not a portal-only customer like my second account which I was able to change my name on that account.

When my customer tries to go into account and change their names, they were unable to edit their name and there was a message saying "This field is managed by an administrator" instead.

I'm not sure how they will be able to change their names, is it because they lack sufficient permission? If so what app permission that they should have to be able to change their names?

[Andrea Robbins]

This is expected behavior. When your admin team adds customers by creating Atlassian accounts under your organization's verified/claimed domain (doesn't matter the role), those accounts become managed accounts. Managed accounts give your organization full administrative control over the user's profile, including their display name. That's why customers see the message "This field is managed by an administrator".

In contrast, portal-only accounts are not claimed/managed by the organization, so users retain the ability to edit their own profile details (like their name) - which is why your second account can change its name.

[Arkadiusz Wroblewski]

Hello and welcome to Atlassian Community @Pipat Thongklip 

Just adding to @Andrea Robbins  answer, Jira project or JSM customer permissions don't control this. For managed Atlassian accounts, name updates must happen either via an organization admin in Atlassian Administration or directly within your identity provider when synced

Checking if the account is organization-managed or IdP-synced will tell you exactly where you need to make the change.

PS: Here some official "Food for Thoughts" because nothing exchange good lecture 😉https://support.atlassian.com/user-management/docs/make-changes-to-a-managed-user-account/ 

Best,

Arkadiusz 🤠