Hi there, I strongly suspect the reason for my issue is that the original site-admins user has left our organization and I have since taken over, and the process that was followed was somehow incomplete. I can go to the Admin / Directory section and "invite" a user. However * They never receive an invite * Even when inviting them I am told that the request will have to be "approved by an administrator" I've also tried making my new user a member of site-admins; no change here I should note that: * There are 3 further users of our system which do not show up in Admin / Directory. * Attempts to Export Users always fail with email "Unable to export your users" and clicking on the "Select users to export" link in the email results in a "Failed to load user details" message I would be very grateful for any assistance here.

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I am a member of site-admins but I can't add a user

Graham Mann

Hi there,

I strongly suspect the reason for my issue is that the original site-admins user has left our organization and I have since taken over, and the process that was followed was somehow incomplete.

I can go to the Admin / Directory section and "invite" a user. However

They never receive an invite
Even when inviting them I am told that the request will have to be "approved by an administrator"

I've also tried making my new user a member of site-admins; no change here

I should note that:

There are 3 further users of our system which do not show up in Admin / Directory.
Attempts to Export Users always fail with email "Unable to export your users" and clicking on the "Select users to export" link in the email results in a "Failed to load user details" message

I would be very grateful for any assistance here.

Accepted answers

Andy Heinzer

Hi Graham,

I took a closer look here and I can confirm that your account is not yet a site-admin here. I realize based on your comments that the site-admin has left your organization. I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-895526

I also added Dan C. to that ticket, as this user is listed as the billing contact on the account. There is a process our support team can follow in that ticket in order to potentially promote the billing contact (Dan) to a site-admin if there are no other active site-admins. From there, Dan could then make you a site-admin. This may take some time to complete, but I recommend following up there.

Regards,

Andy

All comments

Brant Schroeder

@Graham Mann welcome to the Atlassian community

Are you following the steps here: https://support.atlassian.com/user-management/docs/give-users-admin-permissions/

Graham Mann

Thank you, Brant.

Yes I am following that. As mentioned, this is not showing the full list of active users for my organisation.

Brant Schroeder

@Graham Mann who is your org administrator?

Graham Mann

@Brant Schroeder I am, or at least I should be. The person who was our org administrator left the organisation; before this happened we believed we had set me up as the org administrator before removing my colleague's profile.

I have my former colleague's credentials and go no longer log in with them, so this profile removal certainly appears to have been successful.

Andy Heinzer

Hi Graham,

Regards,

Andy

Graham Mann

Thank you for this @Andy Heinzer , this has resolved my issue. Thank you so much to @Brant Schroeder for your help throughout too.

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