Jira Service Desk Administrator is gone

[Julien Simard]

Hey everyone,

We have a Jira Service Desk 3 user license, for fairly small company.

I've been hired last summer as a IT technician in this company and had an Agent role on our Jira Service Desk, however a few months later the network administrator left the company and I took over his tasks as well as the support so I was the only user of the Jira Support Desk and it worked without any issues, as I did not have any changes to make.

Fast forward to now, we've hired a new support technician, which I need to give Agent permissions to, without being an administrator, so I forced changed the password of the administrator account with "forgot password" tool, as I do have the old network administrators emails since he registered most of our licenses everywhere with that email.

After changing the password to his Jira Service Desk account, that account is now void of every permissions and only has the permissions of a regular user, who can only create a ticket. The license is even registered to this same account, yet it's only a regular user...

Any ways to solve this? Is this a known issue?

Thank you!

[Deleted user]

Hi @Julien Simard,

Are you using Cloud or Server? 

Was the Network Admin the only person with System Administrator permissions?

Thanks

[Julien Simard]

Hi Danny,

We are using Server installation and yes, the Network Admin was the only one with Jira Administrator permissions.
I do have access to the Linux VM running Jira.

[Deleted user]

Hi @Julien Simard,

Have you checked out the documentation on retrieving admin rights by changing the password on the local database?

Hope this helps

[Julien Simard]

Hi Danny,

Thanks for the quick answer, I will check out this documentation, though our database is a postgreSQL database running on centos 7.

[Victor Mutambuki]

Laurent,

Is your payment for JSD current?

Victor

[Julien Simard]

Hi Victor,

Yes, our payment is up to date and support expires in november 2019.