Can you merge or update a customer account?

Question

Hi team, we have this support account a certain "area" emails us with instead of individual emails. They've now wanted to change what that email is, but don't want to use a different account otherwise they lose access to old tickets. Was wondering if others have had to deal with a similar issue in the past.

My guess is they've have to create it with the new email? And that they'd only gain access to the older tickets either via using the old account or by adding this new email into the same Org domain and just hope those old tickets largely shared with org. You can't really merge/migrate from one to another?

Cheers

Andrea Robbins · Accepted Answer

Questions for you:

1. Are these portal-only accounts or Atlassian accounts?

2. Are the domains of both email addresses managed within the same org?

3. Have the accounts with the old email been claimed?

4. Do you have user provisioning set up with your Idp?

If the answer to 1 is Atlassian account, 2 is yes, and 3 is yes, and 4 is no, you can manually just change the email domain of the user. Otherwise, yes, you'll have to add the new accounts to all tickets where the old accounts had access to.

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I created a script, which I am not allowed to share, but the logic went as follows:

I had two arrays - one with a list of the WRONG email addresses and another with the list of RIGHT email addresses.

It would find the account ids associated with the emails, then the tickets where the user with the wrong email address is a reporter, request participant, or an assignee, with a JQL search, updated those tickets with the user id with the right email address, and then deactivated the user with the old email address.

This only works if both accounts exist already and are both licensed users. I think there's two different endpoints to deactivate a user depending if the user is a managed account or not.

Ajay _view26_ · Accepted Answer

Hi @Calvin

As @Andrea Robbins  mentioned you can try out the options for licensed users.

For JSM customer accounts you can follow the below process

For the old JSM tickets: - Add both the old and new email domains to the same customer Organization in JSM

Set those tickets to "Shared with organization" so the new account can see them through the org - The old account stays around but goes dormant

The org-sharing route won't give them direct "Reporter" access to old tickets from the new account, but they'll have visibility through the org, which is usually good enough for reference.