Changing a Customer's Email Address in JSM Cloud
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to manage email changes for portal-only customers in Jira Service Management when direct options aren't available.
Solution
Alternative Methods for Changing Customer Emails
There are two alternative methods for changing a portal-only customer's email address when direct options are not available:
Create a new customer account: use this method when the customer should receive a new account with the new email address, and their previous requests need to be made available to that account.
Migrate the customer account to an Atlassian account: use this method when the customer can be migrated and can then change the email address themselves, subject to the Managed account limitation described below.
1. Create a new customer account
The previous requests become available to the new customer account only after the user is added as the requester. After that, use the existing bulk-edit steps to change the reporter on the issues and transfer the tickets from the old email address to the new customer account.
Navigate to the Issue Navigator (JQL: reporter = "Account_with_old_email address").
Click on ••• on the top right corner > Bulk change all XXX issues.
Select all issues and click Next > Select "Edit Issues" and click Next > Select "Change Reporter" and search for the portal-only account with the new email address.
Deselect the "Send mail for this update" option if you don't wish to notify other users about the changes.
Confirm the Bulk change.
This will transfer all the tickets from the old email address to the new email address so that the user has access to all of their previous requests.
2. Migrate the customer account to "Atlassian account"
Go to your site's Admin at admin.atlassian.com. If you're an admin for multiple sites or an organization admin, click the site's name and URL to open the Admin for that site.
Select Jira Service Management.
Locate the customer and select Migrate to Atlassian account from the More options dropdown.
If you have an improved user management experience:
Log in to admin.atlassian.com.
From your organization, go to Products > Sites & products and select the site that contains Jira Service Management.
Under the Jira Service Management section on the nav bar, select Portal customers.
Select the 3-dot icon next to the customer you want to migrate, and then select Migrate to Atlassian account.
Select Migrate to confirm.
If the migrated account should not consume a license on the site, ensure that all product access is disabled while keeping Has access on site enabled.
After the account is migrated to an Atlassian account, the user can change the email address themselves at https://id.atlassian.com/manage-profile/email only if the account is not a Managed account.
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