I've been given instructions on how to manage our existing users but honestly, I'm lost. Here is what I was sent: * In Jira’s left panel, click on Jira settings > User management. * On the Admin panel, click on Product access. * The groups with agent access are listed below Jira Service Desk. The groups are administrators, site-admins, and jira-servicedesk-users (the default JIRA Service Desk agents group) Any user that is provided with a Service Desk application access will be added to the default access group. After successfully checking which groups grant users with JIRA Service Desk agent access, you can go ahead and remove those that should not provide licenses. * Select the group that you want to remove and click on ••• > Remove group. * Check if the license count matches the number of users on jira-servicedesk-users group. I don't even see step one when I login as our previous manager's acct. Can someone please assist? Thanks in advance.

Thank you for the information, Jean. Can you please share the ticket with Marc's email and then add a comment to the ticket using Marc's account? - https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1434450 On the ticket, click on "Share" and add the email address there. Marc will be added as a participant and with that, you will have permission to comment on the ticket using their email address.

I did reply to their email from the "Marc's" email when he was working for MVNHC. I did so yesterday. Please let me know if I need to do so again.

Hi Jean, You are still not a site admin. The last update on the ticket was your comment informing that you would reply to the email from the previous admin account. Jira Service Management is active now, but you still don't have admin privileges. Have you replied to the customer advocates' email using the other account? If so, please, add a comment to the ticket so they can check it and proceed with the next steps.

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How to manage users

Jean Bien-Aime

I've been given instructions on how to manage our existing users but honestly, I'm lost. Here is what I was sent:

In Jira’s left panel, click on Jira settings > User management.
On the Admin panel, click on Product access.
The groups with agent access are listed below Jira Service Desk. The groups are administrators, site-admins, and jira-servicedesk-users (the default JIRA Service Desk agents group)
Any user that is provided with a Service Desk application access will be added to the default access group.

After successfully checking which groups grant users with JIRA Service Desk agent access, you can go ahead and remove those that should not provide licenses.

Select the group that you want to remove and click on ••• > Remove group.
Check if the license count matches the number of users on jira-servicedesk-users group.

I don't even see step one when I login as our previous manager's acct.

Can someone please assist? Thanks in advance.

Accepted answers

All comments

Mikael Sandberg

Hi @Jean Bien-Aime,

Welcome to Atlassian Community!

If you do not see the User management option, or if you go to admin.atlassian.com and cannot get access to it, it would mean that the account you are using does not have site admin permission. If you do not have another user with site or org admin access you would need to contact Atlassian support and have them help you get that set up.

Jean Bien-Aime

I've been trying to access support with no success. Is there a support number or some way to speak to a person?

Daniel Ebers

Hi @Jean Bien-Aime

this sounds like a bit of a catch-22 situation. As for your ask - yes you could raise a support request with Atlassian, however only site administrators can do it and it looks the accounts you have still have no permissions to manage users (and no permission to access to support requests).

In the first step I'd recommend to ask around (within your company) if there are other administrators in the instance which could assist.

There is, in other words, no technical problem visible, it is more about finding an accout holding administrator permissions.

Probably the person who purchased Jira Cloud would be able to say more (your IT department maybe, too?).

Regards,
Daniel

Mikael Sandberg

No, Atlassian support can only be reached through their support portal. I have escalated this thread so the Atlassian support engineers that are on here can take a look at this for you.

Angélica Luz

Hello @Jean Bien-Aime,

Welcome to the Atlassian Community!

Checking the details of your site, I can see that there is only one site administrator and they logged in 4 days ago.

If the site admin is no longer in the company, since the email address is from a custom domain, you can reach out to the IT department of your company and check who manages the domain. Then, they can reset the password of the email address and with that, also reset the password of the Atlassian account. Once this is done, you could access Jira using the site admin account and then add your own account as the site admin and also the main billing and technical contact.

If there is no way of doing that, since you already created a ticket with our customer advocates, they can help you by adding you as the main billing and technical contact. After that, they can move the ticket to our support where we can access the site and add you as the site administrator.

Note that, Jira Service Management is suspended on your site, so after you have the correct access, you can enable the product again. While the product is not completely deleted, you won’t lose any data.

I will add an internal comment on the ticket for the customer advocate to be aware of the issue.

Kind regards,
Angélica

Jean Bien-Aime

I logged in as with the old site admins creds trying to resolve the issue to no avail. If you need to make me the site admin plz do so using jbien-aime@mvnhc.org. I still think I need to work with a tech. If they can remote in I bet this could be resolved very quickly. Is there a chance we can work directly with a tech?

Angélica Luz

Hi Jean,

There are two people with the same full name on the site, but only one is the site admin. If you couldn’t access the administration menu, then you logged in with the wrong account.

Since the community is public, we won’t post any private detail, what I can share with you is that the email address looks like this: mxoxlxnx@mxnxc.xxx

If you log in using this email address, you should be able to access Cog icon > User management.

Screen Shot 2021-08-30 at 17.17.59.png

Once you access User management, you need to click on your name and add the group site-admins.

Also, still using that account, you must access admin.atlassian.com > Select the Organization > Settings > Administrators > Add administrators and add your account as well.

Jean Bien-Aime

I appreciate all the help your giving me but nothing works. I've asked for direct support several times but it seems this is not available. If that is the case, we're at a dead end. is that the case? We can't speak to a tech? Can we archive this account and start anew? If so, can we import our old tickets into a new account?

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