How do I change a managed user's email address?

[Simon Chang]

I have a user that I'm trying to change his email (we're going through a domain change). He can't do it as it is a managed account, but I don't have an option as an admin.

Reading through this article, we don't neatly fit into the Gsuite category.

My organization uses Gsuite, but the All users from Gsuite group only has a few users, not including this user. That makes me think his account isn't syncing so it shouldn't be "tied" to Gsuite necessarily, but we do get an informational pop up accessing the user's detail.

• Your site has G Suite integration enabled. Changes made here to a user in a group synchronized from G Suite will be overwritten the next time a sync runs.

There's also the note about rolling out of changes so I don't necessarily see what's in the article. I don't have a Directory tab but do have a Users listing on the side bar, which I find the user, then click on Show Details. I see a few headings: Access, Roles, Groups, Account. Under Account, his email address is shown but I can't edit it. 

Any ideas?

[Jev · Accepted solution]

Hey @Simon Chang 

Firs things first - If you don't have "Atlassian Access" you won't have a chance to do what you're planning to. Otherwise: 

1. Go to https://admin.atlassian.com/

2. Check if you have "Atlassian Access" in the products list.

3. If so, click on it, then you will see "Directory" tab in the top navigation.

4. Click on "Directory" to see the list of users managed by your organisation, then choose a user whose email you'd like to change.

[Simon Chang]

Hi @Jev thanks for the response.

I do not have Atlassian Access. We use Jira Service Management, Jira Software, and  Confluence. 

So I'm out of luck in changing their email address?

[Jev]

From my understanding - yes. In your case it seems that you can't do that through Atlassian user settings. If it's a managed account, then you need to look from the other side - GSuite.

My organization uses Gsuite, but the All users from Gsuite group only has a few users, not including this user. 

Make sure that you don't have any filters applied when looking through the list of users. If you have multiple organisation within one Gsuite (Workspace) account, make sure you select Users from all organisational units.

[Simon Chang]

I understand on my end that this needs to be handled in G Suite now so I'm set to consider this answered. Thanks!

On your latter point, I'm still unsure of but it's not a big deal.

I didn't mean I didn't find him in G Suite admin. I meant the user is not in Atlassian as part of the G Suite group that's externally synced. See below, we only have 4 users in this group, but our organization has many more in both GSuite and Atlassian.

The user in question is not in this group so this banner is a bit confusing.