How can a Customer change the case of their Email or can only an Admin do this?

Question

Our organization the emails in our Company directory is all lower case except a few are in proper case. Adding a customer to Jira SM they used lower case. Our Automation then failed to match the Reporter's email with the User's Manager email.

Can Admin change the email to Proper Case in JSM without deleting the profile?

Frederic Chartrand · Answer

Hi @Gene Sullivant

Last time I checked, the case of the email address should not break an Automation Rule. I have an Automation that looks for Assets objects representing users, grab the email address (sometime all lower case, sometime with proper case) and it always find the Atlassian Account associated with it even if all the emails are lowercase in the Atlassian accounts.

If your accounts are Managed, you can't change the email address.

If they are not managed, you normally should be able, as an admin, to change the email address. But I would make sure that it's not something else that broke the rule. Like I said, it shouldn't make a difference if emails are lower or proper case.

Frederic Chartrand - FMX Solutions - Gold Solution Partner

Nic Brough -Adaptavist- · Answer

Hi Gene,

There's no quick answer to this, it's a definite "maybe".

It all depends on how the accounts are being provisioned, more specifically, who owns the account.  There are effectively three ways to get access to an Atlassian Cloud system - either you use an Atlassian account which has been granted permission, you use an email address on an effectively anonymous Jira-Service-Management "customer", or the Cloud system has been set up to take accounts from Atlassian Access.  (Also, you might see Google accounts mentioned, but these work as though an Atlassian account is part of them)

* If you are using Atlassian Access, then yes, your admins can change email addresses in there.
* If you are using an Atlassian account, then only the owner of that account can change the email address.  Atlassian accounts can be personal or owned by an organisation.  If they are personal, then it is up to the account owner.  If owned, then again, your admins can edit the account.  
* Anonymous customers don't have an account, they get to enter whatever email address they want.