agent unable to login to JSD

[ole kirste]

An agent cannot logon to my cloud JSD with correct username/password. He is forced to authentcate with 2FA, although it is not active in his profile. The user is also a member of another JSD cloud tennant, and everything is working there.

To solve the problem, I have constructed another agent profile with eact same privileges. When I log in (incognito browser) with the constructed profile at my side of the internet, I am able to log in and start to solve tickets right away. In a teams meeting with screen-sharing enebled, I could see that he entered correct credentials (incognito browser) - and denied access because of missing 2FA.

Please advise!

[Arkadiusz Wroblewski]

Hello and welcome to the Community @ole kirste 

I would look less at the password itself and more at an account/security policy difference on your tenant. The part that stands out is that the same user can access another Cloud tenant, but on your one gets stopped by a 2FA prompt. Atlassian documents that two-step verification can be enforced through an authentication policy for managed accounts, and external users can also be required to verify with a one-time passcode through an external user policy. 

So my first check would be: is this agent a managed account in your org, or an external user? If it is managed, an org admin can also reset two-step verification for that user in Atlassian Administration, which is the documented troubleshooting step when an account gets stuck on 2FA.

[ole kirste]

Hello Arkadiusz, thank you for your interest in this matter !

Since my previous post the admin of other tennant has clarified the situation, stating that the account originally was automatically constructed as as a JIRA-customer without two-step verification needed.

The end user can logon to other tennant without any problem, but when same user tries to access my tennant (with no 2FA-policy present) he is unable to logon. He is only able to request access to my tennant, although he already has all neccessary privileges to do so. Also, his request to gain access to my tennant (proven to me by screenshots) never reach me as admin.

I think it must be some cookies/stored passwords in browser that causes these problems for this user only, as a test user with same privileges as his can gain access to my tennant at my side of internet - but not as his side.

Please advise how to find above mentioned documented troubleshooting steps.

[Arkadiusz Wroblewski]

@ole kirste 

Your thread is tagged a bit inconsistently. You mean ultimate Cloud or Server ? Because Throubleshooting differ here.

[ole kirste]

Thank you Arkadiusz, appologies for the inconsistency! It seems that both tenants are cloud instances.

- I have forgotten to mention that I have used the admin-functionality of my tenant to logon as the other user. Everything worked as expected; I could access and process tasks as intended. 

[Arkadiusz Wroblewski]

@ole kirste 

So your problem is solved or you still need help ?

[ole kirste]

Thank you Arkadiusz, I still need help in resolving the issue - it does not help the end user that I insist that everything "my side of internet" is ok. His impression is that:

a. other tenant is working as expected, all is ok

b. my tenant is unaccessible