Why is there suddenly an Atlassian person in my project?

[Andrew Fleig]

I just found an employee of Atlassian is IN MY CLOUD ACCOUNT AS AN ADMIN. At least he has at atlassian.com email address.

I have no idea how this happened, or what the hell he is doing in my personal Jira Cloud account. I never authorized any such intrusive spying, for lack of a better word.

Anyone seen this before or know what to do? This strikes me as an emergency situation.

[Ana Retamal]

Hi Andrew, I'm Ana from the Atlassian Team.

Occasionally, when you submit a support request to us, the person assisting you with your case will need to grant themselves permissions to access your instance with the intention of reproducing, testing, or fixing the problem. I can see you recently opened a Support ticket with us, so that's why one of us got into your instance. This is stated in our user agreement and you can find it in our Cloud terms of service: 

5.1. Using Your Data to provide Cloud Products to You. You retain all right, title and interest in and to Your Data in the form submitted to the Cloud Products. Subject to these Terms, and solely to the extent necessary to provide the Cloud Products to you, you grant us a worldwide, limited term license to access, use, process, copy, distribute, perform, export, and display Your Data. Solely to the extent that reformatting Your Data for display in a Cloud Product constitutes a modification or derivative work, the foregoing license also includes the right to make modifications and derivative works. We may also access your accounts, End User Accounts, and your Cloud Products with End User permission in order to respond to your support requests.

When this happens, the engineer will remove themselves from the instance after that, in this case he might have forgotten, or maybe he was still pending to do some investigation. 

I've already contacted my colleague about it and asked him to remove himself. You can also follow up with him in the ticket you opened.

Hope this explains, Andrew. If you have any other questions, please don't hesitate to let us know. 

Best regards,

Ana

[dragon xiong]

Can you remove it?  Cloud version is not 100% secure. 

[Alexey Matveev]

Hello,

Atlassian support can have access to your account. Usually it happens if you asked for Atlassian support.

[Andrew Fleig]

This is completely unacceptable. At any time, your forced Admin on MY project in MY account is just plain wrong and an invasion of privacy. Can you please stay out of my account and remove this potentially destructive user? Thank you.

[Alexey Matveev]

I am a Jira user like you. I do not work for Atlassian.

[Alexey Matveev]

It is the Atlassian community site. Not only Atlassians are here.

[Andrew Fleig]

Had I known that any person in the world can just take over my personal project I never would have bought it. How do corporations deal with this gestapo tactic? I don’t want to be in s ‘Community.’ I just want to use Jira.

[Nic Brough -Adaptavist-]

You signed up for a service.  Someone has to run that service and that means they have access to it.  There is no way to look after something if you have no access.

All of that was covered in the agreements you made when you signed up for the service.

Atlassian have not "taken over" anything.  Whilst they could, they would never do it deliberately, because they don't want to lose customers by doing that sort of thing.  I suspect an accident of some sort, not malicious activity.  Either

• you (not you personally, but your organisation) has added the account
• they've made a mistake while trying to do some support or maintenance and accidentally added themselves as a user.
• you have granted some access to the standard admin account that exists for them to be able to support you

As an admin yourself, you should be able to change the project back to your own users.

[Andrew Fleig]

I can’t remove this user. It throws an error message that I do not have sufficient privileges to remove him. I do not recall inviting anyone into my personal project for any reason.

if I need help, I can always reach out to you. I do not agree that you need someone invading my account. Come on, guys!

[Nic Brough -Adaptavist-]

Is the account the system admin account that you asked for (by signing up), or another Atlassian account?

If it's the system admin, then no, you can't delete it because it is needed to do the administration of your system.  You can (and should) remove it from projects that it may have inadvertently been added to.

As for "invading your account" - that's completely the wrong description of what has happened.