Issue with Incorrect User Full Name in Atlassian Accounts

Question

Hi Team,

We’ve noticed an issue with our Jira/Confluence accounts. The full name of a user is incorrectly set to one of our engineer’s names across multiple Atlassian accounts. Since we have 3–4 Atlassian accounts tied to the same company email, all of them are currently showing that engineer’s name instead of the actual user’s name.

We are unable to identify the Atlassian site admin from our side to correct this. Could you please guide us on how we can update the full name or find the respective site admin who can make this change?

Thanks

Jaime Escribano _knowmad mood_ · Accepted Answer

Hi Neovizta, welcome to the community :D

Gotta say, this situation can get pretty tricky depending on how your account is set up, so let's review the two main scenarios:

1. When logging in, is the account required to log in with e-mail and password in an interface that looks like this?

That's the best case scenario, as the user should be able to edit their own details. You can then modify the details in this URL: Atlassian account

2. If you are redirected to a Google/Okta/Microsoft login, then your account is "Managed". This means your company has control over it. The easiest way to find someone who might be able to help is to open an internal ticket to your Identity team and request that they modify the "Username" from their identity tool, which is sending that information to Jira.

With that being said, those 4 accounts tied to the same e-mail in the cloud seems like a misconception. Is it possible that your company recently migrated to the cloud? 
In Cloud, only one account can be created per e-mail. If you have 4 different users, they should probably use different e-mails and accounts. If not, you won't be able to differentiate the work done between them.

You used to be able to have 2 accounts with the same e-mail in the on-premise version of the products, but that's impossible in Cloud due to how the program was designed.

I hope that was helpful!

Regards,

Jaime