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Jira CLOUD User Admin

Managing users in Jira Cloud is easy. Please read on for the most common user admin questions, tasks and troubleshooting requests.

Admin Permissions

Requires the following permission/user role under https://admin.atlassian.com >> Users

How do I add a NEW Client User?

Go to the Service Project you want to create a user in, then select “CHANNELS & PEOPLE” >> “Customers”

Choose the Organization you like to add a user to, OR create a new one if requested:

Select “Add Customer”, then add the email of the Client user to create and select “OK“

After adding Customer, you can see them as invited, can resend the invite, should they not receive it the first time.


How do I remove/deactivate a Client User?

Go to the Service Project you want to create a user in, then select “CHANNELS & PEOPLE” >> “Customers”

Select the Organization the user is in, OR type the user to be removed email into the search bar:

After locating the customer, select the “Trash Icon” to remove the Client user from the Org/Project.

To fully deactivate/remove the customer, go to the top navigation, select the “Gear” icon, then select “Project settings” >> “User management”

Go to “USER MANAGEMENT” >> “Jira Service Management”

Select the “Dot” menu of the user to be deactivated, then select “Revoke Access“. (Choosing “Revoke Access” will retain the user as “Inactive” in tickets for future reference, deleting the account will result in a “Deleted user” that won’t let someone identify the user after deletion in tickets, so revoking access is the preferred option).


User can’t Log in

Go to the Service Project you are checking access for and select “CHANNELS & PEOPLE” >> “Customers”

Select the Organization the user is in, OR type the user’s email into the search bar to locate them

Find the customer and check their status and COLOR OF ICON:

  • GREY ICON: Portal-Only Customer
    • This is the preferred and default user type
    • This customer can be administered in Administration >> USER MANAGEMENT >> Jira Service Management
    • This customer type is usually managed by Portal Agents (Omeda Team members), not Admins
  • COLOR ICON: User (LEGACY Jira Accounts)
    • These account were likely converted when customers has Jira Licenses before Omeda’s migration to Service Management
    • This customer is managed in Administration >> USER MANAGEMENT >> Users
    • This customer type management requires admin permissions
    • Some Portal-Only users have DUPLICATE in Users that are not in the Org but cause issues during login, which requires the user to be deactivated in the “Users” admin so the Portal-Only Customer login will work.

Status: Customers without status are Atlassian account users managed by your organization admins

IMPORTANT: Check which account is active before proceeding by determining which account is the one with REQUESTS associated to it.

Determine if the account within the org has a GREY or COLORED Icon. If if has BOTH, check which one has requests associated with it.

If BOTH, delete the Account without the tickets from Account and take note of the ICON COLOR of the remaining account.

User has GREY Icon

  • Go to “USER MANAGEMENT” >> “Jira Service Management”
  • Find the User
  • Make sure they are showing as “Active”:
  • If not, select the “…” menu to “Grant Access“
  • CHECK FOR DUPLICATE USER: Go to “USER MANAGEMENT” >> “Jira Service Management”
  • Search for the user
  • IF user is present, do the following:
  • Check if user is ACTIVE
    • If NO: No action required
    • If YES: Click on the user and deactivate them

User has COLORED Icon

  • Go to “USER MANAGEMENT” >> “Users”
  • Find the User
  • Make sure it says “Has site access“:
  • If NOT – Click on dotted icon and make sure the following settings are active:
  • CHECK FOR DUPLICATE USER: Go to “USER MANAGEMENT” >> “Users”
  • Search for the user
  • IF user is present, do the following:
  • Check if user is ACTIVE
    • If NO: No action required
    • If YES: Click on the user and deactivate them

User has BOTH – COLORED AND GREY Icon

  • Check in “Customers” which Icon color has the issues associated with them, then proceed per the above, based on which color has the issues associated.

Troubleshooting User Login issues

  • After confirming the above steps have been taken to deduplicate any accounts in the Cloud environment, please propose customer takes these steps if further issues persist:
    • Log out, clean cache/cookies, log back in
    • Use an incognito browser window for the next log in
    • Click on an email link from a cloud ticket
    • If none of these work, please email JiraCloudSupport@omeda.com to get further assistance.

Email Example for troubleshooting login issues

Client Response Login issue:

It looks like you had a duplicate account, which has now been disabled.

We resent you an invite from your active account linked to your organization and issues, which should enable you to access the correct account.

  • If you do not receive the invite or cannot log in with it, please try the following:
    • Log out of Jira entirely
    • Clear your cache/cookies OR open an incognito window
    • Go to https://omeda.atlassian.net/servicedesk/customer/portals logging in with your email 
    • Use the “Can’t Log in” link to reset your password (make sure that you and your organization whitelisted jira@omeda.atlassian.net to ensure Password Reset emails are being received in your primary inbox and don’t land in Spam/Junk)

Troubleshooting Notification issues

  • If a user does not receive Notifications, please do the following:
    • If user has GREY Icon:
      • Confirm that they whitelisted the new Cloud email address jira@omeda.atlassian.net.
      • Go to affected Client’s project, select “Project settings” >> “Customer notifications” and make sure all “Notification” toggles are on (green)
    • If user has COLORED icon:
      • Go to affected Client’s project, select “Project settings” >> “People” and add the customer to the list with the “Service Desk Customer” (IMPORTANT) permission

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