change AD username and keep Atlassian account

[Wallet]

Jira Cloud using AD for logins

We need to change the AD username and email, but the existing account is linked to Jira and Confluence.

How can we do this without losing everything the user already has in Jira etc?

[Sue Wilson · Accepted solution]

Answering my own question here in case others need answers, as well.

We reached out to Atlassian support for guidance.  They walked us through 1. using the primary Okta tile for SAML connection, 2. disabling the JSM SWA tile & replacing with a JSM bookmark tile which includes Okta validation, and 3. correcting/updating the Portal tiles, removing the SAML & SWA connections and the invalid group push and reinstating the Portal bookmark including Okta validation.  They also gave insight on group & individual assignments, as well as the authorization policies in Atlassian Admin.  

While I don't think I can possibly detail the changes we made, I do encourage anyone with similar issues to reach out to support.  They were quick to respond (within an hour, with a meeting scheduled next day) and very knowledgeable.  It took only an hour to fix everything, half of that time was spent explaining the situation and what we needed as the solution.

[Wayne Smythe]

Could you share the specific support contact details you used?

[Sue Wilson]

Hi @Wayne Smythe 

I went to:  https://support.atlassian.com/, then selected:  Atlassian Cloud

If none of the sections on the resulting screen help, scroll to the bottom and select Contact Support

For our needs, I selected Technical issues and bugs then Atlassian Access for the product in question (there's a list of products to the right of the selection box)

Provide the details for your instance and submit your request.  Atlassian contacted us in a timely manner.  If the problem cannot be resolved via email, they may suggest a meeting to work through the issue with you.

I hope this helps.

[Wayne Smythe]

Thanks for the detailed feedback @Sue Wilson !