how to rename a customer

Question

we have a customer that logs tickets under a certain email address however the email address is used by multiple users now so we would like to rename the customer from a persons name to a generic name instead

so for example currently when the person logs a ticket it reads as if Divan logged the ticket

where as under customers we would like it to read warehousemanager

Jessica Gerken · Answer

Hi All,
not sure if still relevant but I found the (new?) way to rename customers:

* Go to Atlassian Administration and in the top navigation bar select Products
* In the left navigation bar at the bottom select your site under Sites and Products
* Then under Jira Service Management select Customers with portal access

You'll get a list of all customers/mail addresses and can change the full name.

Hope this helps someone!

Cheers,
Jessica

Rickard Rosenberg · Answer

Not working 2024. Under user management, I only have Users, Groups and Managed Accounts. I cannot find any place to edit customer names from the portal (we're in just this scenario ourselves). There is no "Jira service management" there at all. The ones there is just regular (active, deactivated, inactive) users, no portal users anywhere.

Michael Hodgson_z7wss7 · Answer

Hi Timothy,

Depending on your permission, you'll need access to the https://admin.atlassian.com/ site if you don't have it already.

If you navigate to the User management section

Navigate to the section of Jira service management - this will bring up all of your "portal customers" i.e. those you have invited (or have signed up) to your service desk but are not licensed.

In the search box, find your particular user in question - and you should have an option to say Edit full name

Any tickets, references should then update to this new name. Keep in mind the users themselves will also see this name change however :)

Hope this helps.