How to restore access to customer after accidental sign-in with Google Account?

Question

A customer of ours who I'll call "MJ" had been using Service Desk for months without issue. However during one attempt to sign in, he "hit the sign in with Google button mistakenly", and has now lost access. When he attempts to sign in, MJ sees an error message:

"name@customer.com doesn't have access to Jira on mycompany.atlassian.net"

MJ tried resetting his password: "Resetting the password sends an email but that yields the same result after successful reset."

I have deleted MJ's user and recreated it, however that also did not work.

Further thoughts? Why would this happen? It feels like a pretty serious bug.

Thank you,

Daniel

Daniel Cohen_pwx6ao · Answer

Hello, @Domenico Manzo _Actonic_

Thank you for the welcome. True enough, this is my first post to the community! :-)

I have Crowd configured under Products / Integrations / Application links. I must admit, I was not aware of Crowd or its functionality until I looked it up just now. (I inherited this implementation of Jira Service Desk.) When I follow the "Go to remote" link via the Actions (three dots) menu, I get a 404 on https://mycompany.atlassian.net/crowd/plugins/servlet/applinks/listApplicationLinks.

Does that help with diagnosis?

Thank you,

Daniel

Domenico Manzo _Actonic_ · Answer

Hi @Daniel Cohen ,

first of all welcome to the Atlassian Community :)

Do you have some kind of Userdirectory, like ActiveDirectory, LDAP, Crowd, etc. configured to the system?

Best Regards

Domenico