Update a client email address

[Robert Carbonell]

Hello Atlassian support.

I was trying to update a client's email address in Jira Service Management following a name change due to marriage. The client's email was updated on their company's end from FirstName.LastName1 anywhere.com to FirstName.LastName2 anywhere.com.

I searched for the user's profile in Jira, clicked the three-dot menu, and selected "Edit full name", but found no option to update the email address. From what I can tell, Jira does not allow direct editing of a user’s email once the account is created.

To work around this, I had to manually create a new user account with the updated email address. I then asked the user to complete registration with the new email. Afterward, I reviewed how many tickets were associated with the old email. Fortunately, there were only 5: 1 open ticket and 4 closed.

I manually updated each ticket by opening it and changing the Reporter field to the new email (FirstName.LastName2 anywhere.com).

If there’s a better method to handle this type of email transition, ideally something smoother or automated, could you please provide documentation or guidance on the recommended process

This should be a standard option.

[Dan Breyen]

Hi @Robert Carbonell right now, you did it right. I found this Support article on changing-jsm-customer-email-address and the way you did it was the recommended procedure.   JSDCLOUD-5746 was submitted to make this process easier.  I would recommend voting for and watching it for updates.  

The one thing that could have sped up the process would be to do a Bulk Change of all 5 work items at once to the new reporter.  

Don't forget to suspend the old account, so that one isn't in use anymore.

Hope that helps.

[Robert Carbonell]

Hi @Dan Breyen 

Thank you, I voted.

Atlassian, this was created 19/Nov/2017 8:45 PM seven years ago.

This should be a standard process in your application. I cannot see myself in the future with an email account that had created thousands of tickets and manually assigning it to the new email.