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.