How to change Jira Service Management customer email address
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Jira Service Management doesn't provide a built-in way for site administrators to directly change the email address of a portal-only customer.
- JSDCLOUD-5746 - Getting issue details... STATUS
Alternative Method for Changing Customer Emails
1. Create a new customer account:
You can create a new customer account using the new email address. To make the previous requests available to the new customer account, the user must be added as the Reporter of those requests. You can change the reporter after creating the new customer by bulk editing the issues.
- Navigate to the Issue Navigator (JQL: reporter = "Account_with_old_email address");
- Click on "..." on the top right corner > Bulk change all XXX issues ;
- Select all issues and click Next > Select "Edit Issues" and click Next > Select "Change Reporter" and search for the portal-only account with the new email address.
- De-select the option "Send mail for this update" if you don't wish to notify the changes to the other users.
- Confirm the Bulk change.
This will transfer all the tickets from the old email address to the new email address so that the user has access to all of their previous requests.
2. Migrate the customer account to "Atlassian account":
- Go to your site's Admin at admin.atlassian.com. If you're an admin for multiple sites or an organization admin, click the site's name and URL to open the Admin for that site.
- Select Jira Service Management.
- Locate the customer and select Migrate to Atlassian account from the More options dropdown.
If you have an improved user management experience:
|
Optional: After the account is migrated, if you do not want the account to consume any license on the site, ensure that all the product access is disabled while keeping Has access on site enabled.
Once the account is migrated to Atlassian account, the user can then change the email address themselves at https://id.atlassian.com/manage-profile/email if their account is not a Managed account.