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How do I change a user's email address as an admin in JIRA Cloud?

Bheeshmar Redheendran

I have a user who left the company (and is currently deactivated in JIRA) and we have a new user who is taking over that email address. I would like to change the email address of the currently deactivated user to something else so I can invite the new user, but I'm unable to change the deactivated user's email address.

When I click on a user in the JIRA Admin screen I onle see actions for "Prompt reset password" and "Delete user".

Screenshot from 2020-01-08 11-34-16.png

Any suggestions?

Accepted answers

Nic Brough -Adaptavist-

What user directory are you using for the Cloud system?

There are three possibilities:

Atlassian Access
Google Accounts
Atlassian Account (if it helps to identify this one, you use an Atlassian account to get into the Community here as well as Cloud)

We need to know because they are three very very different systems, with three different answers.

All comments

Nic Brough -Adaptavist-

What user directory are you using for the Cloud system?

There are three possibilities:

Atlassian Access
Google Accounts
Atlassian Account (if it helps to identify this one, you use an Atlassian account to get into the Community here as well as Cloud)

We need to know because they are three very very different systems, with three different answers.

Bheeshmar Redheendran

Clicking login from an incognito window takes me to id.atlassian.com - so I'm thinking option 3.

Nic Brough -Adaptavist-

Ok, then you have a problem.

Atlassian accounts do not belong to organisations, they belong to individuals. You add an individual's account to your Cloud system to let them in, and deactivate them when they leave, but the account remains theirs. It may be granting them access to other things that you know nothing about, and changing that would be wrong.

You should never re-use an email address that belonged to an individual. In some places, it's illegal, as it is effectively identity theft.

I recommend that you create a new email address for your new user, and adjust your policies to avoid re-use.

Bheeshmar Redheendran

Thanks for your answer. As these are corporate-owned email addresses in GSuite, we have been reusing them to have "nice" email addresses ala "nic@corp.com" which is a nicety when you have a small company.

If I were to switch to GSuite or SAML for authentication, would that address this issue?

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