How can I associate two user email accounts to one account?

Question

We have users that had a previous work email and they have accounts in Jira with that email address. They have new work email addresses now but now when they get invited as a participant on a service desk ticket, they cannot access it because they are using their original email address.

How can I associate both email addresses to one account?

Thanks,

Kian Stack Mumo Systems · Answer

If they change their emails instead of creating a new account, they should be able to see their old requests.

Brian Spears · Answer

Yes, that makes sense.

If they change their old email to the new one, will they still see and have access to issues and such that was created with their old address?

Kian Stack Mumo Systems · Answer

Brian,

You cannot associate two email addresses with the same account. Rather than create a new account, you should have the users update the account details of their existing Atlassian account.

If they already have been added as new users, this makes things a bit more tricky. If they have information tied to their new accounts (reporter, assignee, ect) then you'll need to update old tickets that the are the reporter/assignee on to their new accounts. You can also change the tickets that they were the request participants on to their new accounts. They'll need to then sign out of Jira cloud with their old email addresses, and log in with their new ones.

does that make sense?