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can domain and user's email servers be different also found in managed accounts?

Ashraf Mahbub

My organisation has multiple jira subscriptions for different team. But all the users share the same email server / email domain. So I can't see my team in managed users list. If I change my domain to another, shall I have to have the same email domain's users or current users can be verified to that new domain?

Accepted answers

Tudor Tofan

Hi @Ashraf Mahbub

Maybe this answers your question:

One Atlassian organization can claim multiple domains. But the same domain cannot be claimed by multiple organizations.

Some examples:

Case 1: If Acme Inc has using both acme.com and acme.net, in this case it can claim both domains and users with both acme.com and acme.net will be managed users.

Case 2: Acme Inc has 2 branches, US branch and UK branch. Acme Inc is using only the acme.com domain across all their branches. US and UK have 2 different Jira instances:

acme-us.atlassian.net
acme-uk.atlassian.net

In this case, only one of them will be able to claim the domain and manage the users. Actually, the one who claims the domain will be able to manage the other's users as well.

Ed Letifov _TechTime - New Zealand_

Hello, @Ashraf Mahbub

The same domain CAN be claimed by multiple organisations since May 2024 – but multiple orgs cannot have claim setting set to "automatic", i.e. claiming (at least for one org) will have to be manual.

See: https://community.atlassian.com/forums/Articles/Multiple-orgs-can-verify-and-claim-users-from-the-same-domain/ba-p/2688009

So in your case it seems multiple Jira subscriptions do not belong to the same Atlassian Cloud organisation (you should look into this – perhaps they should).

And that other Atlassian Cloud organisation has the claim setting configured to automatically claim accounts. If you want to claim some users from the same account in your Atlassian Cloud organisation – the setting in that other org needs to be at least temporarily changed to "manual", your user accounts need to be unclaimed there, claimed in your org, and then the setting can be returned to "automatic" if so desired. If it is set to "automatic" – You will have to repeat these steps every time a new user joins your org.

Please note this only works "clean" if users are not using Atlassian products in that other org – otherwise you claim them, and this makes them external to that other org, i.e., you are just shifting the problem.

You can switch to the new domain, but this will effectively create new user records in Atlassian Cloud. Even if you do want this for clarity it would be better to first verify both domains in your org, claim existing accounts under the old domain (as described above), then update their emails in Atlassian Cloud to use the 2nd domain.

Again, perhaps your Jira should be inside that other org instead. This is the typical Atlassian use case – one org, multiple instances of Jira for different teams. There is nothing wrong with that and permissions can be setup correctly between different team admins managing users for specific apps only, without requiring everyone to be an org admin.

All comments

Shawn Doyle - ReleaseTEAM

Hi @Ashraf Mahbub

If I understand your question correctly, and there is a high percentage that I didn't.

You need to have the users’ actual email domains match the verified domain if you want to manage them. You cannot verify or manage @company.com accounts under a different domain.

Tudor Tofan

Hi @Ashraf Mahbub

Maybe this answers your question:

One Atlassian organization can claim multiple domains. But the same domain cannot be claimed by multiple organizations.

Some examples:

Case 1: If Acme Inc has using both acme.com and acme.net, in this case it can claim both domains and users with both acme.com and acme.net will be managed users.

Case 2: Acme Inc has 2 branches, US branch and UK branch. Acme Inc is using only the acme.com domain across all their branches. US and UK have 2 different Jira instances:

acme-us.atlassian.net
acme-uk.atlassian.net

In this case, only one of them will be able to claim the domain and manage the users. Actually, the one who claims the domain will be able to manage the other's users as well.

Ashraf Mahbub

The situation is

There are 90+ email accounts like user@myorganisation1.co
Among those 90 emails I have a 33 members team having a atlassian subscription. and all of us have @myorganisation1.co email
But 40+ other users already had another subscription and have the similar @myorganisation1.coemails. + they have verified the domain ahead of my team.
Now having verified the same myorganisation1.co domain verified for my team subscription, I can't see my users in managed users list. And my team (admin.atlassian -> directory -> users -> individuals) is shown as external users.

how can I have my team's email list in managed users list?

I need to reset some users 2FA

I have another myorganisation2.co domain. We can have user@myorganisation2.co emails also. But our primary organisation email domain is @myorganisation1.co

Ashraf Mahbub

The situation is

There are 90+ email accounts like user@myorganisation1.co
Among those 90 emails I have a 33 members team having a atlassian subscription. and all of us have @myorganisation1.co email
But 40+ other users already had another subscription and have the similar @myorganisation1.coemails. + they have verified the domain ahead of my team.
Now having verified the same myorganisation1.co domain verified for my team subscription, I can't see my users in managed users list. And my team (admin.atlassian -> directory -> users -> individuals) is shown as external users.

how can I have my team's email list in managed users list?

I need to reset some users 2FA

I have another myorganisation2.co domain. We can have user@myorganisation2.co emails also. But our primary organisation email domain is @myorganisation1.co

Ashraf Mahbub

The situation is

There are 90+ email accounts like user@myorganisation1.co
Among those 90 emails I have a 33 members team having a atlassian subscription. and all of us have @myorganisation1.co email
But 40+ other users already had another subscription and have the similar @myorganisation1.coemails. + they have verified the domain ahead of my team.
Now having verified the same myorganisation1.co domain verified for my team subscription, I can't see my users in managed users list. And my team (admin.atlassian -> directory -> users -> individuals) is shown as external users.

how can I have my team's email list in managed users list?

I need to reset some users 2FA

I have another myorganisation2.co domain. We can have user@myorganisation2.co emails also. But our primary organisation email domain is @myorganisation1.co

Ed Letifov _TechTime - New Zealand_

Hello, @Ashraf Mahbub

See: https://community.atlassian.com/forums/Articles/Multiple-orgs-can-verify-and-claim-users-from-the-same-domain/ba-p/2688009

So in your case it seems multiple Jira subscriptions do not belong to the same Atlassian Cloud organisation (you should look into this – perhaps they should).

Tudor Tofan

Hi @Ed Letifov _TechTime - New Zealand_ ! Interesting stuff. I've just had this situation with a client, around 2 months ago and we ended up asking Atlassian. Guess what, Atlassian Support said it's not possible. So, even they cannot keep up to date with all the features they are launching.

I will revert back to my client with this info... really valuable stuff!

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