How can I associate two user email accounts to one account?

[Brian Spears]

We have users that had a previous work email and they have accounts in Jira with that email address. They have new work email addresses now but now when they get invited as a participant on a service desk ticket, they cannot access it because they are using their original email address.

How can I associate both email addresses to one account?

Thanks,

[Shwetha Suvarna]

Hi Brian,

The user would have to change the old email address to the new one as below:

• Login to id.atlassian.com/Email
• Update the email address to the new one.
• The user would receive a verification Email to the New Email account. Once verified the user should be able to access all the issues without any trouble.

But in the current situation, it seems that the user has both old and new Email address linked to Atlassian.

Solution: 

• The user should log in on id.atlassian.com with the New email account
  Then change to a dummy email.
• After this update, the new email account will be available.
• Now, log in on id.atlassian.com with the old email  account
• Then change the email from old account to new one.

I hope this helps.

Best regards,

Shwetha 

[Kian Stack Mumo Systems]

Brian, 

You cannot associate two email addresses with the same account. Rather than create a new account, you should have the users update the account details of their existing Atlassian account. 

If they already have been added as new users, this makes things a bit more tricky. If they have information tied to their new accounts (reporter, assignee, ect) then you'll need to update old tickets that the are the reporter/assignee on to their new accounts. You can also change the tickets that they were the request participants on to their new accounts. They'll need to then sign out of Jira cloud with their old email addresses, and log in with their new ones. 

does that make sense?

[Brian Spears]

Yes, that makes sense. 

If they change their old email to the new one, will they still see and have access to issues and such that was created with their old address?

[Kian Stack Mumo Systems]

If they change their emails instead of creating a new account, they should be able to see their old requests.