User unable to update full name despite change request — “This account is managed” message

[정종술]

Hello,

I am the organization admin for our Atlassian Cloud instance. I attempted to change a user's full name by using the “Suggest changes” option available in the user management panel.

The user received the email with the change request and clicked the link. However, they were not able to update their full name. When they try to make changes, they see a message saying “This account is managed,” and the fields are locked.

Additionally, even when trying to change the name directly via https://id.atlassian.com, the same restriction applies — the name field is uneditable.

We are unsure what is causing this block. Is it due to external identity provider (IdP) management, or is there a specific policy or setting that prevents users from editing their own names?

As the organization admin, how can we update the user’s full name? Is there any way for me to override this restriction or configure it differently?

Thank you.

[John Funk]

Hi @정종술  - Welcome to the Atlassian Community!

Yes, if it is a managed user account, you must make the changes in the external IAM tool connected to your Atlassian accounts. 

[Prachi Bolar]

Hello,

Welcome to community :) 

Also you can refer to below documents on what all changes an org admin can do to a managed account 

https://support.atlassian.com/user-management/docs/make-changes-to-a-managed-user-account/

https://support.atlassian.com/atlassian-cloud/kb/change-atlassian-account-email-addresses/

Thank You,

Prachi

[Kristian Klima]

Hello @정종술 

Just to expand on what @John Funk said...

You are very likely using some sort of SSO and all users in your Atlassian org are provisioned to confluence using some sort of IAM tool - say, Okta. So you need to make changes in Okta for them to propagate into your Atlassian org. 

Or, you may have an HR system that is the primary source of personal information and supplies names to your IAM which are then distributed across all of your company systems. In which case you'll have to update the name in that HR tool. But that me rather niche arrangement, but I'm listing it here as an alternative.

Depending in your organizational setup, your IAM tool admin might be someone who is not an Atlassian Org admin, but those two roles should definitely be in sync.