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User that does not exist

I want to point out that I am using the web-based version of Service Desk of Jira.  I have gone ahead and created multiple organizations within there.  Within the organizations I have created customer.  I add customer by inputting the email address of the person who will be submitting requests.  When I hover over the name / email of someone, it shows a pop-up that allows me to view their profile. See image.

  Image 10.jpg

Now, when I click on view profile, it says "We landed here for a user that does not exist.
Head back to the directory to search for another user."  I clicked on the user, why don't I see their profile.

Image 11.jpg


I'm trying to get into their profile to reset their password.  How do I get to their profile?  This is happening to many users I have set up.


I want to thank you in advance for the help. 

2 answers

1 accepted

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Answer accepted

To change their password click on the cog in the upper right, select User management and then select Jira service management. Find the user click on the… on the far right. 

Hi Jack,

Thank you for your response.  I followed your process, but I still don't see a password reset or send password reminder option or something.  I do see that I can set the password for the user, but I was hoping the system would send the user an email to reset their password.  When I follow the steps you provided, I see the following options: 

Image 13.jpg


No option to send a password reminder.  When I click on 'Change Password,' I am having to input a new password. 

Thank you,

Jack Brickey Community Leader Jan 26, 2021

You asked how do I reset their password. There is a Change password and that is how you do it. You share that temp pwd with them and then when they log in they can change it.

0 votes
Elifcan Cakmak Community Leader Jan 26, 2021


The customers that you add to a project are not actually users in your Jira instance. They are just customers who can open tickets on your service desk. You can cross check it by searching for them in the user management section. You won't find them there either. That's why when you click on their profile, they are not found.

Also you can't change users' passwords on a cloud instance. You can only send them a mail to reset their passwords.



How do I reset their password if I can't view their profile?

Late reply but it might help someone else.


You can change the password in the user management section of atlassian not within the project

Jack Brickey Community Leader Jun 18, 2021

Trent , is this different than my response? Is there a different location?

No, AJ seems to be trying to do it in the project instead of the account management section.


No one clarified for AJ again

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