Sync the projects with the new email.

Question

Dear

Due to changes in the user authentication process for the project, the synchronization with the old project was lost. This happened because the user notified about the change from one domain to another, but this was not reflected in the system.

For example
previous user: afuentes@acerosotero.cl
new user: afuentes@empresasotero.cl

Please mention the way to resynchronize and restore access.

Fazila Ashraf · Answer

@victor ulloa , When you say 'the old one was deleted', do you mean the email account or the atlassian account for the old email?

Like @Staffan Redelius mentioned, most probably , the new email would have been created as a new account instead of updating the old account. Such duplicate account issues should be supported by your Jira site's admins.  If you are the admin, please check whether the old account still exist in your atlassian site. Then invite the new email address and grant it the necessary license and access. Swap the workitem ownerships etc from the old acc to the new acc.

victor ulloa · Answer

Dear

The user previously used the email afuentes@acerosotero.cl for all related projects, and due to domain change issues, it was switched to the new @empresasotero.cl. However, this affected the notifications for the projects, as they do not reach their new email. The old one was deleted due to traffic normalization issues.

Staffan Redelius · Answer

Hi @victor ulloa  and welcome to the community

Be aware that this is a public forum where no one has access to your environment

The root-cause of this is probably that the email change was treatet as a new user and not a change of the attributes on the existing user.

To resolve this you need to contact your organization admin to be able to sort out if the user has two atlassian accounts created (one with the old email and one with the new).

Your organization administrator can connect the account with correct email so you can keep permissions, assgnee and other metadata related to the user.

Best regards,
/Staffan