Unable to push user from the Identity Provider through user provisioning with Atlassian Access

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

   

Summary

Unable to push user email change from the Identity Provider into the Atlassian organization with Atlassian Access.

Environment

  • Atlassian Cloud products
  • Atlassian Access


Diagnosis

Resource [USER]: with email[name@domain.com] already exists.


Cause

This happens when an account is provisioned with emailA@domain.com from the Identity Provider and later the email is changed within the Identity Provider to emailB@domain.com but there is already another Atlassian account using the email.

  • This other Atlassian account might have been created by the user on self sign-up or site administrator through invitation, for example.


Solution

The problem can be solved by releasing the email from the other Atlassian account, changing it to something else, such as emailB+duplicated@domain.com, then pushing the email change from the Identity Provider for the main account again.

Last modified on Feb 16, 2021

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