Changing email address of a service desk user...

[Shane Clarke]

I've done some light searching and the FAQs I've found are not yielding results.

I have a service desk user on my Jira account I admin who needs to have their email address associated with changed to a different email address.

When I go into user management and edit the account, the email address field (and full name field) are grayed out and I am unable to change them.

Any advice? I'd hate to have to nuke the account and rebuild it from scratch.

I'll go back to forum searching until I get a response.

Thanks guys!

[laralg · Accepted solution]

Hello Shane,

Are you using Server or Cloud?

If you are using Sever and the user is in jira Internal Directory you should be able to modify it, but if it comes from a Active Directory you will have to modify it in the Active Directory.

If you are using cloud, you are not going to be able to modify it. As Atlassian considers that is the customers personal Account and you have no "right" to modify it.

As an example I can be the admin of a couple of cloud sites, but a customer in another one, I might not want someone else modifying my email :).

If this customer is inexperienced with Jira I recomend, guiding him with screenshots to modify his email or you will have to create a new account for him.

Hope it helps!

[Shane Clarke]

This solved it. User altered their own data. Thanks!

[laralg]

Happy to help Shane! If you have time, please accept my answer so people with the same trouble kind find the solution more easily! Best wishes!