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Our administrator left the company - how can I gain admin access without him?

Sam Melehy January 31, 2023

We are using the free version of Jira cloud.  The guy who was our administrator left the company.  He was gone a while before anyone realized he was the only one with admin access, and now he's not responding.  I need to gain admin access to our account without his help.  What are my options?  

Sam

2 answers

1 vote
Earl McCutcheon
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 7, 2023

Hello @Sam Melehy ,

You noted that the previous admin used a personal email that you don't have access to, unfortunately from a legal standpoint that user email is the data owner and the only one that can grant permission to and facilitate the transfer of ownership of the data to a new owner. 

The only steps that you can take to transfer the admin rights to a new user is to contact the previous admin to relinquish ownership by adding a new technical or billing contact as described in the following documentation:

Regards,
Earl

1 vote
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 31, 2023

Hello @Sam Melehy 

Welcome to the Atlassian community!

What email address was being used by that user to access Atlassian cloud products? Is it an email address that is managed by your company? If so, then your IT people should be able to reset the password on it, and then you can use it to login to the Atlassian cloud as that former user and grant admin permissions to individuals as needed.

Sam Melehy January 31, 2023

Thanks for the suggestion.  Unfortunately, he used a personal email that we don't have access to.  Is migration my only option here?

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 31, 2023

@Sam Melehy 

I have flagged your Question for Community Support to look at. It will take Atlassian intervention to get you Organization Admin access if the previous Organization Admin is uncooperative/unreachable.

Like • 2 people like this
Sam Melehy February 6, 2023

Thanks @Trudy Claspill .  When should I expect a response?  We are open to paying for Atlassian support to get involved if that is an option.  The other option would be to migrate, but I'm not sure I can do that without admin privilege.

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 6, 2023

Hello @Sam Melehy 

I have sent the alert to Atlassian Community Support through a second channel to see if they can provide some help. Hopefully you will hear something in the next couple of days.

I don't think there is a pay-per-support-ticket option available. You would need to be on a paid subscription for the product, and you can't change to a paid subscription if you don't have Organization Admin access.

Can you post the URL of your Jira instance here?

Sam Melehy February 6, 2023

Our Jira instance is here.

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 7, 2023

Based on @Earl McCutcheon 's reply it seems that you have no option for getting admin access without cooperation from the former admin. And yes, you would need Admin access to execute the cloud-to-cloud migration process. 

The only other option I can think of is for you to export the issues and recreate them in a new cloud instance.

If you have a person that has Jira Administration permissions, they could create a Backup which you could then import to another Jira Cloud site under a new Organization.

https://support.atlassian.com/jira-cloud-administration/docs/export-issues/

If you don't have Jira Administrator, you can use the Export option from the Search Issues screen to get issue data, and use the CSV import to import the data to new projects in a new Jira Site under a new Organization. That is not going to bring over all the history of the issues though, or set the past Created/Updated/Resolved dates to their original values. Nor will it bring over agile boards, Dashboard, Filters, workflows, etc.

Like • Sam Melehy likes this
Sam Melehy February 8, 2023

Thank you.  

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