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Our organization the emails in our Company directory is all lower case except a few are in proper case. Adding a customer to Jira SM they used lower case. Our Automation then failed to match the Reporter's email with the User's Manager email.
Can Admin change the email to Proper Case in JSM without deleting the profile?
Last time I checked, the case of the email address should not break an Automation Rule. I have an Automation that looks for Assets objects representing users, grab the email address (sometime all lower case, sometime with proper case) and it always find the Atlassian Account associated with it even if all the emails are lowercase in the Atlassian accounts.
If your accounts are Managed, you can't change the email address.
If they are not managed, you normally should be able, as an admin, to change the email address. But I would make sure that it's not something else that broke the rule. Like I said, it shouldn't make a difference if emails are lower or proper case.
Frederic Chartrand - FMX Solutions - Gold Solution Partner
There's no quick answer to this, it's a definite "maybe".
It all depends on how the accounts are being provisioned, more specifically, who owns the account. There are effectively three ways to get access to an Atlassian Cloud system - either you use an Atlassian account which has been granted permission, you use an email address on an effectively anonymous Jira-Service-Management "customer", or the Cloud system has been set up to take accounts from Atlassian Access. (Also, you might see Google accounts mentioned, but these work as though an Atlassian account is part of them)