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Suggestion
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Resolution: Duplicate
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None
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5
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31
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Problem Definition
Atlassian Cloud administrators are unable to change the email address for portal only customers.
This is sometimes necessary as customers may change their email or domain for different reasons.
Suggested Solution
Allow site-admins to perform this change.
Workaround
The only possible alternative would be to create new customer accounts using the new email addresses and manually add those accounts as the reporter or request participant in the active tickets that still need to be followed up.
How to change Jira Service Management customer email address
- is duplicated by
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- Future Consideration
[JSDCLOUD-5472] Allow site administrators to change portal only customers email addresses
And they keep two separate tickets for the same functionality. JSDCLOUD-5746 has 172 votes and this has 54. What's even more frustrating is that the clients can't even change their own email address.
JSD Cloud admin here. Redirected here by support. A "nothing I can do for you" answer to a critical issue. There needs to be some kind of solution in place here.
We just migrated tenants, into our new parent company, and our email addresses changed from janedoe@whatever.com
to jane.doe@whatever.com (notice the dot). This means our internal customers, our users, completely lost access. We needed a fast solution to update everyone's email addresses; their login. Since we were not able to adjust the account email addresses, we had to create 300+ new ones. We then had to manually adjust the names of 300+ new accounts. We then had to manually adjust the names of 300+ old accounts. A week after the issue first sprung up, I still have every other project on hold while I am now manually adjusting the assignee/reporter/etc for every single user and this whole situation has now left a very bad taste in my mouth. If there isn't a customer facing solution or API method, there should at least be a backend solution for Atlassian support to assist the JSD admin.
@Angel, I agree.
This platform is riddled with similar items tho. They've spun up Cloud (years ago) and its half baked. Atlassian is far more interested in the look and feel, than how their tool functions.
@Devlin the fact that they call this a feature request is what concerns me. This isn't a feature, it's basic system functionality. Not only that, but it's functionality the system once had. When we first signed up with JIRA, we could mass upload our users, change their names, passwords, email addresses, and assign them with a username that matched our other systems. It really is a sad state from that now.
This is a pretty bog standard requirement for any ticketing system. Email addresses change all the time, company acquisitions, rebranding, etc..
Has there been any update from Atlassian on this?
Are we forced to create a new customer user account and lose the old history?
Authorize at least the modification by a jira administrator from the page /admin/jira-service-desk/portal-only-customers, currently we can only update the customer's name, it is the height of absurdity.
Come on! Wake up!
Thx Adrian SMYTH for the tip
Our company will be changing ALL of our email addresses in 2019 due to being purchased by another organization. This is about to be a very big issue for us as we need to have historic records of service tied to the correct individuals for auditing purposes. While they can continue to login using their old email addresses, they will not receive updates/notifications on their new requests. This may be enough to have us looking for a new solution.
I've had this come up before and wanted the customer to still be able to access previous issues that were still active.
To add to the Workaround that is proposed above:
Create a new customer account (using a new email address) and Create an Organisation to re-group the old and new emails in the active tickets that still need to be followed up. This way the customer can see all their issues on the portal whether they are connected with the old or new email address.
This functionality needs to be in place to allow me to manage my customers accounts properly. Please fix this ASAP as I also have customer requests pending for this issue now.
Thanks
I've had this issue before. We often have customers who have email address changes. Ideally users could set up multiple email addresses associated with an account as well. We have times where a customer who is using Service Desk emails us from multiple email addresses, and what happens is that it causes the system to sometimes open new tickets because the original email address is associated with a different user.
i.e. user opens ticket by sending email from abc@company.com. They then use a different email client to respond to a ticket and the email comes in as "abc.lastname@company.com". Because abc.lastname@company.com is not on the original ticket, a new ticket is created.
Not only can admins not change it, the customers also do not have an option to change it. We have this issue frequently do to employees getting married and changing their email address to reflect their change in name.
This issue has been reported here as well, with no response from Atlassian on either. JSDCLOUD-5746
It is ridiculous that site admins lost this functionality in the move to portal only users. Email addresses change regularly and in order to be able to keep a record of *_all _*jobs logged by an individual we cannot just be creating new accounts for them.
https://getsupport.atlassian.com/browse/JST-559261