Change Email of users

[jacob.richard]

When the user tries to change his email from fname.lname@firstcompany.com to fname.lname@secondcompany.com he gets error stating email "is already associated with another Atlassian account." 

But when I go to our local jira instance, I dont see a user named fname.lname@secondcompany.com. So I cant delete the user. How do I overcome this problem? I believe fname.lname@secondcompany.com is being used by our parent companies jira instance. Our parent company has verified secondcompany. I dont see fname.lname@secondcompany.com when I go to admin.atlassian.com

[Tom Buntinx]

Hi @jacob.richard , welcome to the community!

If I understand correctly, your parent company has claimed/verified the "secondcompany" domain? If that is in fact the case, the fname.lname@secondcompany.com will be managed by your parent company, and will not be seen in the userdirectory of firstcompany.com.

In order to see secondcompany.com in admin.atlassian.com, or to change the details of user fname.lname@secondcompany.com, you'll have to become "organisation admin" of your parent company. If you are not allowed to become org admin of the parent company, which could be a realistic scenario, you'll have to contact one of the (org) admins unfortunately.

Please let me know if this is clear to you, and if I can be of any more assistance.

[jacob.richard]

Alright because ive been tasked to change users emails from firstcompany.com to secondcompany.com.

So your saying theres nothing i can do besides get an admin at my parent company to delete the secondcompany user or change his email?

[Tom Buntinx]

Hi @jacob.richard 

If you are talking about a large amount of users, this is the way to go.

Another option would be to ask the user to try and reset the password of his "new" account: https://id.atlassian.com/login/resetpassword

Nonetheless, it would be better to contact your parent company's admins because I have the feeling there is more going on. How did the "new" e-mail addresses ended up being created in Atlassian cloud? Does your parent company has Atlassian Access in place to sync with an external identity provider?

[Tom Buntinx]

Hi @jacob.richard 

Maybe I misunderstood something, but are you talking about cloud instances exclusively? Or does your parent company has a server/datacenter Jira instance?

[jacob.richard]

The user cant delete/change his secondcompany email because its a managed account. Im talking about cloud instances exclusively. How does resetting the password fix anything?

[jacob.richard]

How do I check if my parent company has Atlassian Access in place to sync with an external identity provider?

[jacob.richard]

I think my parent company has Atlassian Access because we use okta to login to atlassian.

[jacob.richard]

@Tom Buntinx 

[Tom Buntinx]

Hi @jacob.richard 

If you use Okta to login to Atlassian, your parent company most likely has Atlassian access in place. Resetting the password has no use in this case, as you mentioned yourself, as the account is being managed by the company.

As far as I understand:

• Parent company
  • Has claimed the domain you want to merge to.
  • Has probably created the new e-mails in Atlassian cloud through Atlassian Access, or another type of sync.
  • Manages all Atlassian accounts in their domain.

At this point, unfortunately,  there is no other way than contacting the parent company, as you have no administration rights for the parent company?

[jacob.richard]

@Tom Buntinx Is there a way I can tell whether an email is used by my parent company? We believe that some emails arent being used, but I would like to know if theres a way to tell?

Basically a way to see if a jira email is available.

[jacob.richard]

@Tom Buntinx 

[Tom Buntinx]

Hi @jacob.richard 

Unfortunately I am not familiar with any methods to check the availability of an e-mail address.

Maybe it's a good idea to get in touch with Atlassian support, as they can provide you more in depth information: https://support.atlassian.com/contact/

Kind regards,

Tom