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Suggestion
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Resolution: Unresolved
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505
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16
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At the moment, we can't set an ETA for this feature to be released, since there's a number of factors that determine how our product team prioritizes new features. Consider adding yourself as a watcher to be kept informed as to the state of this feature request moving forward. With that way, if our development team updates the ticket, you'll be notified via email.
You can learn more by reading Implementation of New Features Policy.
Although we understand the value of this feature, we do not have a short term timeline for its delivery. The main reason for this is there are dependent projects that need to be completed first.
I recently published a blog looking at our customer management vision https://community.atlassian.com/t5/Jira-Service-Management-articles/Choosing-the-right-approach-to-Customer-Management-in-Jira/ba-p/1970761. I hope to be in a position to prioritise this feature in the next horizon of this vision. It is definitely amongst the top requirements for External Customers.
I will update again at the end of the year, or if anything changes.
Problem Definition
There's no easy way to change the customer's email address.
Suggested Solution
For the Jira Service desk administrators to have the ability to change the customer's e-mail address and retain all the issues that is in progress.
Workaround
Try migrating the customer account to "Atlassian account":
- Login as a site-admin
- Operate migrate to Atlassian account for the portal customer account in question
- Optional: maybe you want to disable the product access for the account. But make sure to keep Has access on site enabled.
With that, now the user can change the email address at https://id.atlassian.com/manage-profile/email.
Besides, consider adding yourself as a watcher to be kept informed as to the state of this feature request moving forward. With that way, if our development team updates the ticket, you'll be notified via email.
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[JSDCLOUD-5746] Change the customer e-mail address
Not only is this needed for admin. There should also be an option to bulk update them. I have many companies under my instance that have rebranded and it's impossible to update their email while keeping the ticket history.
Don't worry 75f3e0bc41b1. We got an update 2 years ago! That should keep us going for another 2 years at least...
Perhaps then we will get an ETA on this basic feature.
As you can tell, we are pretty disappointed with the lack of interaction from the product team on what I would consider one of the features that have a large following.
We also represent an organisation that has 1000s of users who are undergoing a gradual, country by country domain change which is an extremely jarring process because of this limitation.
Hello Atlassian... I add my voice to my fellow paying Atlassian Users and Administrators here! And more than that, I echo the voices of the MANY, MANY, MANY end-users who are impacted by this system-limitation. (Not to mention the voiceless costs impacting our businesses, our productivity, reputation, etc.)
Please keep in mind – there are currently 669 votes on this issue. If each of these votes represent 500+ users (like in my instance – I vote on behalf of my 600 paid users & our 4900 unique JSM "Customers" ) then we're looking at (a minimum) between 334,500-3,000,000+ users potentially being impacted by this limitation.
*NOTE: I hope you'll please keep this in mind for ALL or our open Atlassian tickets! Every vote counts x1000 !!!!*
With respect, I thank you,
Mark
We had a recent issue that their account/email was set up as a their legal name instead of preferred and we're stuck on not being able to change it.
Thankfully they don't currently have a large amount of data and can work around, but it's inconvenient.
We are currently using server instances and we manage our users' accounts, including managing their names, emails, and other metadata. However, we are facing challenges with the migration to the cloud, particularly concerning this aspect.
This issue is of critical importance to us, and we need to find a solution or workaround as soon as possible. The ability to edit JSM customer emails through the GUI or API on the cloud instances is crucial for our operations.
Hey Atlassian - I note that this issue is now been outstanding for almost six years, not only that but looking at the history it would suggest that this is a bug that didn't exist back in May 2017 and was therefore introduced as one of your 'upgrades'. How long does it take you to fix bug's like this? I've just come across it for the first time, but this will now obviously cause problems when someone changes their email address. Poor.
Why have 'portal only' customer accounts as an option then?? If we have to make them Jira users to actually be able to manage them, then just make them Jira users to begin with. You are overcomplicating so much functionality!
I don´t undestand Atlassian's prioritization system. We have Jira for 1 year and I have encountered so many years old cases that would be...no... that are basically must have! Yet Atlassian keeps publishing new features we have no use for.
Found an even more frustrating issue with not being able to change customers email addresses
When the customer replies to a ticket via email, it now opens a new ticket instead of adding the reply to the current ticket.
I'm guessing because the email addresses don't match up. extremely frustrating.
This is such a basic necessity to be able to change email addresses. come one Jira please!
When you migrate a portal only customer to a migrated account, will it keep the setup as customer? I don't want to pay a license for them in Jira. They need portal only access and I need to change their email address for the same reason? Also, bulk edit would be nice too.
We use Jira Customers for internal as well. We have 250+branches that we support nationwide and use Jira for our ticketing. I only want my branch guys to have access to the portal so I added them all as customers. Now we rebranded and have a different domain name that I want to update them all to. I can't do that and can't find an API setup that shows how to bulk edit them. All I need to do is change the domain part of the email address. So, if migrating them to an Atlassian account is the right way, 1. does that keep them as customer only and 2. can that be bulk edited at that point to change the email address? Otherwise it's migrate, then open each one again and update the email address. That is close to 1500 emails. Insights or direction on where I can turn for answers?