Team Member's Bitbucket account got connected, lost their admin rights, and cannot be managed

[Alex Mihailoff]

We started using Jira Service Management last year for our ticketing and knowledge base. We have three service desk admins and everyone else is at the customer level.

Unbeknownst to us, we have two employees who used Atlassian products before we brought in JSM.

The issue is that one of the other people in IT has a Bitbucket account that got looped into being a managed account with the service desk. As a result, he lost all of his admin rights to the Bitbucket account. He can't even change his own password. When I go to Managed Accounts in user administration and I go to "Manage product access", I get a "Failed to load user details message" so I can't fix it for him.

What is the best way to restore his access? Is it even possible?

[Marc - Devoteam]

Hi @Alex Mihailoff 

Raise an issue with Atlassian Support

They can see in the log wjhat the issue is, probably his SCIM is linked to a wrong directory.