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      Currently, when deactivating a managed account (https://support.atlassian.com/user-management/docs/deactivate-a-managed-account/) a default email is sent to that user and it's not possible to customize or disable that email.

      Suggested Solution

      This suggestion is for allowing organization administrators to customize or opt-out of this email notification.

      • Email template should list all Cloud sites/services the user has lost access to
      • The option to hide org. admin email addresses - as in larger companies, org. admins might not want their email address exposed to end users. Instead offer a configurable "Reactivate" option which sends a request to the org. admins for action. This is highly disruptive, as customer have received numerous inquiries due to these emails. 
      • Customize notification email text.
      • The email subject and heading state "An admin from <Org> has deactivated your account." The term "Your account" is vague and misleading. It would be clearer to specify "your Atlassian account." This ambiguity has led to hundreds of spam reports from users.
      • The email suggests users "create a new account" with a link. This contradicts the purpose of deactivating accounts. It would be better if this link is not mentioend while we send the deactivation email notifications.

      Workaround

      If a user has an active Atlassian Access subscription and user provisioning configured, then disabling users via the user provisioning API does not trigger emails to go to end users.

      When a workaround for users without user provisioning becomes available, this feature request will be updated.

            [ID-7817] Customize account deactivation email notification

            Can we please see some traction here? 

            An Organizational Administrator needs the ability to Inactivate accounts and suppress the email OR at minimum put in a customized message.  This is bad form in a world where scams are prevalent and not being able to take the guesswork out of an email that we didn't personally have a hand in crafting or sending is bad business all around. (especially the line telling them to 'create a new Atlassian account using a different email address".  WHAT?!?!

            Stacy Monnahan added a comment - Can we please see some traction here?  An Organizational Administrator needs the ability to Inactivate accounts and suppress the email OR at minimum put in a customized message.  This is bad form in a world where scams are prevalent and not being able to take the guesswork out of an email that we didn't personally have a hand in crafting or sending is bad business all around. (especially the line telling them to ' create a new Atlassian account using a different email address ".  WHAT?!?!

            we have just under a 1000 users, most of these i need to clean up.
            Business started complaining about what is this email, what is Atlassian.

            Its imperative that Admin have the ability to supress/manage email notifications.

            Dave Hanna added a comment - we have just under a 1000 users, most of these i need to clean up. Business started complaining about what is this email, what is Atlassian. Its imperative that Admin have the ability to supress/manage email notifications.

            It is definitely important to have the option of being able to delete managed accounts in bulk and not have to use the API, as well as the option to disable users of deleted accounts from being notified by email.

            It is false that when the account is deleted via API, no mail arrives. I executed a process to delete several accounts and they all received the deactivation email and the 14 days.

            Josman Mejias added a comment - It is definitely important to have the option of being able to delete managed accounts in bulk and not have to use the API, as well as the option to disable users of deleted accounts from being notified by email. It is false that when the account is deleted via API, no mail arrives. I executed a process to delete several accounts and they all received the deactivation email and the 14 days.

            https://www.youtube.com/watch?v=KcoOK2vqVaY

            Scott: "Here at Atlassian, we try to do our part in the fight against bad service management. BSM means delayed timelines confused teammates"

            This ticket is a case of BSM - we - the organisation who are paying to manage our users - are not able to:

            • Manage if a message is even sent when a user is disabled
            • Nor control the content of the message
              • No ability to explain why the disable happens
              • Not being able to remove the message that tells our users to "create a new Atlassian account using a different email address" - we disabled them for a reason, telling them to use another account drives Shaddow IT and devalues the significant investment in Atlassian Access we've had to make as an organisation.
              • Each org admins email address is included in the notification - this means we cannot drive our users to our global JSM environment if they feel they were disabled incorrectly. Delays. Confusion.

             

            CCM

             

             

            Craig Castle-Mead added a comment - https://www.youtube.com/watch?v=KcoOK2vqVaY Scott: "Here at Atlassian, we try to do our part in the fight against bad service management. BSM means delayed timelines confused teammates" This ticket is a case of BSM - we - the organisation who are paying to manage our users - are not able to: Manage if a message is even sent when a user is disabled Nor control the content of the message No ability to explain why the disable happens Not being able to remove the message that tells our users to "create a new Atlassian account using a different email address" - we disabled them for a reason, telling them to use another account drives Shaddow IT and devalues the significant investment in Atlassian Access we've had to make as an organisation. Each org admins email address is included in the notification - this means we cannot drive our users to our global JSM environment if they feel they were disabled incorrectly. Delays. Confusion.   CCM    

            User provisioning can deactivate the user but not delete it in ORG. When we later delete the user via ORG API, the mail is still sent.

            Bruno Abele added a comment - User provisioning can deactivate the user but not delete it in ORG. When we later delete the user via ORG API, the mail is still sent.

            This would also be useful for our organization. Not all Atlassian "Org Admins" are suitable contacts for business-facing users. Ideally a custom list, or subset of org admins, can be specified as admin contacts.

             

            Bump.

            Matthew Challenger added a comment - This would also be useful for our organization. Not all Atlassian "Org Admins" are suitable contacts for business-facing users. Ideally a custom list, or subset of org admins, can be specified as admin contacts.   Bump.

            I would also like the ability to be able to customise/turn off these emails. We have a number of users who have two accounts set up, one under an old email format and one under a new email format. We want to delete rather than deactivate these accounts, however we have multiple admins and we don't want all of them to receive hundreds of emails notifying that the accounts are going to be deleted. 

            The only alternative would be to temporarily remove their admin access, however in 14 days when the accounts are actually deleted, they will receive them all again anyway. Very frustrating.

            Mia Bright added a comment - I would also like the ability to be able to customise/turn off these emails. We have a number of users who have two accounts set up, one under an old email format and one under a new email format. We want to delete rather than deactivate these accounts, however we have multiple admins and we don't want all of them to receive hundreds of emails notifying that the accounts are going to be deleted.  The only alternative would be to temporarily remove their admin access, however in 14 days when the accounts are actually deleted, they will receive them all again anyway. Very frustrating.

            Sam Hall added a comment -

            @ayang@atlassian.com - we need to be able to hide org. admin email addresses and show a central support email address/link instead (in our case a link to a Jira Service Management portal) - that would be covered by the ability to customise the notification email text, mentioned in this suggestion.

            Sam Hall added a comment - @ ayang@atlassian.com - we need to be able to hide org. admin email addresses and show a central support email address/link instead (in our case a link to a Jira Service Management portal) - that would be covered by the ability to customise the notification email text, mentioned in this suggestion.

            Besides the obvious "don't email people to tell them we've disabled their accounts", and "don't include every one of our admins' emails", in what world is it OK to suggest to someone whose Org Admin has just disabled their account that they create a new Atlassian account using a different email address - even including a link for new signup?

            Opher Lichter added a comment - Besides the obvious "don't email people to tell them we've disabled their accounts", and "don't include every one of our admins' emails", in what world is it OK to suggest to someone whose Org Admin has just disabled their account that they create a new Atlassian account using a different email address - even including a link for new signup?

            I'm cleaning up a bunch of users that were removed from applications long ago, but still have an active managed account.  Most of these users email addresses now forward to their former supervisors and I don't want them to receive a lot of emails that may be confusing.

            When I don't want to suppress the deactivation, I want to be able to provide links to our helpdesk.

            Brandon Fish added a comment - I'm cleaning up a bunch of users that were removed from applications long ago, but still have an active managed account.  Most of these users email addresses now forward to their former supervisors and I don't want them to receive a lot of emails that may be confusing. When I don't want to suppress the deactivation, I want to be able to provide links to our helpdesk.

              Unassigned Unassigned
              6048cd401523 Felipe Oliveira
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                Created:
                Updated: