Users Accounts in Jira SM when the Email address has changed

[Michelle Kirk]

Hi, 

When a user is setup in AD/Entra and their email address has been accidently setup incorrectly.

Once the update from AD into Jira is ran a new record would be created in Jira.

Is there a way in Jira SM for it to recognise that the original account in Jira has now changed without the need to request for the original account to be disabled  ?

[Marc -Devoteam- · Accepted solution]

Hi @Michelle Kirk 

Welcome to the community.

This is doable, but you would need to change the email address in USer Management in Atlassian.

Changing the Email Address for a Managed Account:

How do you accomplish this?

1. First, you will need to get to the Atlassian Organisation Admin page, which you can do by navigating to https://admin.atlassian.com, then selecting the Organisation you wish to manage.

2. Next, you will want to navigate to the Directory → Users menu options

3. Next, click on the “Show details“ for the user you which to change.

4. In the new page that shows up, on the left hand side you will see the user’s profile with an “Update details“ button at the bottom. Click this to open a more detailed view of the user’s profile.

5. On this page, click in the field you which to change, such as the user’s email address. Make the change and click the checkmark button.

6. NOTE: the user will need to verify the change if you update their email address.

[Michelle Kirk]

Hi @Marc -Devoteam-  Thank you for the reply

Could this be automated from the import from AD into Jira to update the record in the User Management selection so we don't have to manually update the record ?

[Marc -Devoteam-]

HI @Michelle Kirk 

No this is not possible.

SSO  and related Atlassian account is based on mail address, so a new mail address will create a new account if the user is not updated on the Atlassian side.

This is based on security that users identifier iss the email address that is hashed as accountId at the Atlassian side, based on as mentioned security and GDPR

There is no link based on username of profile name.