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Update Atlassian ID for Jira Cloud users when integrating with Jira Align

When users are brought into Jira Align with their Jira Issues, their email addresses also come from Jira.  Jira Cloud users need to take action to allow Jira Cloud to share their e-mail address with Jira Align.

Jira Cloud users who are assigned issues that will be coming over to Jira Align should update their Atlassian ID and make their e-mail address visible to "Anyone".  This will avoid login difficulties and cleanup later.

You can access your profile by going to to make your email address visible:

Screen Shot 2020-04-29 at 1.57.51 PM.png

Users that don't take this action will find they have difficulty logging in to Jira Align.  Jira Align Admins will see them represented twice on the People screen.  Admins can address the login issue after it occurs:

1. Add an "X" to the valid Email of the manually created account

2. Update the the account that the connector created with the correct Email, Role, System Role, Enterprise Hierarchy and City and then reset the password

3. Deactivate the manually created account

Screen Shot 2020-04-29 at 2.26.21 PM.png



Rich Sparks Atlassian Team Apr 30, 2020

This is very important for the teams using Jira Cloud.  Thanks for writing this out!

Rae Gibbs Atlassian Team Apr 30, 2020

According to Tim, the rectifying of this issue is a little more complex than deactivating the user that came through in Jira.  Apparently, that is the user that we want to keep.  You add an "X" or a few to the beginning of the email address to the user that was created in JA before deactivating that user.  Then you update the user that was created via Jira with the correct email address, role, system role, enterprise hierarchy and city and then reset the password.  I believe you have to keep the user that was created via Jira because of integration purposes.

Like # people like this
Tim Keyes Atlassian Team May 01, 2020

Hi @Rae Gibbs ,

That is correct.  Jira Align will link the Jira account and the Jira Align account created on the back end.  I would suggest deactivating the original account as the connector will associate the Jira Account to the newly created user.

Another technique would be only manually creating admins in Jira Align who have already updated their Profile in Jira.  All additional users can then be synced via the connector and their email addresses can be set once they come.  This method would avoid duplicates.


Like # people like this
Don Miller Atlassian Team May 01, 2020

Thanks for the clarification, @Rae Gibbs and @Tim Keyes !

Like Rae Gibbs likes this
Don Miller Atlassian Team Jun 18, 2020

Article has been updated with the correct steps to take when this situation occurs.  If it's not possible to get users to update their Atlassian profile, then Tim's suggestion to create minimal accounts is a great one.

Like Richard Wilson likes this

I'm guessing that every Jira user who will be integrated into Jira Align will need to do this themselves?  It is not something that a Jira Admin can set globally?

Rae Gibbs Atlassian Team Nov 17, 2020

@Allan Maxwell Unfortunately not.


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