This seems to pop up multiple times but I can't see any solution. I have two people with incorrect email addresses. They were removed from the system and didn't even accept the invite. They were re-added with the correct email address. However now both the incorrect and the correct email addresses are available in the Request Participants field. It definitely should not show anyone who has not accepted an invite - surely that is a data protection issue?
Hi @Hester James
Do these users have atlassian accounts, or are they portal only customers? Is they are atlassian accounts, then suspend them/remove them from your instance. If they are portal only customers, remove them from the project and delete them as well.
The Request Participant field uses Atlassian's user identity directory, not just the JSM project/space customer list.
When you delete a user, remove a customer from a project or deactivate a user, Atlassian retains the user record (often shown as Former user) to preserve work item history, audit logs, mentions and comments.
Because of this, email addresses remain indexed and they can still appear in the user picker autocomplete. Cloud admins cannot reindex or purge users manually.
The only way to complete remove the email is a "GDPR delte" i.e. a permanent deletion of the account, not a deactivation or suspension.
Go to Admin → Directory → Managed accounts
Find the user
Choose Delete account
Confirm permanent deletion
This action breaks user references and is irreversible and intended for GDPR/right to be forgotten cases.
Hi @Dave Mathijs
Thanks for the response - I can't see them in Managed accounts either, perhaps because they were unable to accept the invite due to being incorrect email addresses?
Thanks
Hi, are you able to find the user accounts in the "regular" directory?
Hi @Alex Koxaras -Relational-
Thanks for the response. They are portal only customers. I can't see anywhere they are listed in the project at all?
@Hester James
Managed accounts are the accounts from a verified domain. Have you verified your domain? If not, then you will not find them there. You will also not find them there if their email domain it's different from the domain you have verified.
Search the "User" instead, under directory. If the users are present there, then remove them from your instance. If they are not present there, as mentioned previously, search your portal only accounts and delete them.
@Hester James since they are portal only customers then:
If you are not able to do it, ask an org admin to do it for you.
Hi
They aren't in the Admin section at all that I can see. I also looked in People and access in the Space settings and they aren't there. I can't think of anywhere else to look!
@Alex Koxaras -Relational- that was it!
Thanks so much that's a relief
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