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JSD creates duplicate accounts

Jörg T_

We have Jira configured to use LDAP (AD) as a primary source for user-accounts, "JIRA Internal Directory" as secondary.

In our Service Desk projekt we have configured that everyone can share the issue by entering an Email address ("Any customer, by typing an email address").

Now I have found out that a lot of new users have been created in our JIRA internal directory, even if they (or their email) exist on the AD (using the email address as username in internal directory).

Example:

User from AD:
Username: bsimpson
Full Name: Bart Simpson
Email: bart.simpson@mycompany.com (primary mail from AD)

If anyone adds someone via mail to a SD-Request a new user gets created in JIRA Internal Directory:
Username: bart.simpson@mycompany.com
Full Name: bart.simpson@mycompany.com
Email: bart.simpson@mycompany.com

So we have duplicate user entries for same email address :-(

Any suggestions?

Accepted answers

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Andy Heinzer

Hi,

This sounds strange. I would agree that I don't think Jira should be creating new accounts with the same email address for a user that already exists in jira with the same email address. But perhaps this is a problem with the way Service Desk handles this.

Could you please let me know the following:

What version of Jira is this?
What version of Service Desk is in use here?
Does the new account creation only happen from emails processed by Service desk with those addresses in the TO or CC fields? Or can a user in the customer portal enter in an existing email address of another account and that too creates a new account?

I'd like to try to recreate this scenario if I can learn more about your versions and setting here. It sounds like it might be a bug, but I'd like to be sure before we create one here.

Andy

Jörg T_

Hi Andy,

thanks for your answer. See below my answers to your questions and some new findings:

Jira v 8.0.2
Service Desk v 4.0.2

It seems that it also has to do with people having signed in before. If I add someone via mail and the one had been logged in before it can match the accounts and does not create an Internal Directory entry.

When I am in the portal:

when sharing "Share this request":
- Person in AD, not in Internal Directory, not logged in before:
  no suggestion (but could enter email-address)
- Person in AD, not in Internal Directory, logged in before:
  existing account is suggested twice
- Person in AD, different account with same email-address in Internal Directory, not logged in before:
  Internal Directory Account is suggested
- Person not in AD:
  suggested if existing in Internal Directory

Hope this helps...

Best regards,

Joerg

Andy Heinzer

Hi Joerg,

Thanks for detailing all that information here. I tried to recreate this in my own environment. However so far I have been unsuccessful. I'd like to see if I can get a support zip from your environment. With this information, I think I can learn a lot more about your specific environment that might be able to account for this discrepancy here.

Unfortunately, our Community site itself doesn't permit file uploads aside from images. If you could upload this support zip to a service like Dropbox, google drive, or alike, and then share the link here, I'll take a look and see if I can better understand what is causing this.

Andy

Jörg T_

Hello Andrew,

sorry, I think I cannot upload the zip somewhere and post the link here. Is there a chance for sending it via mail directly? Or can I send a pm?

Joerg

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