nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Service Desk Clients who are also in AD

Tamara Schacham

Some of our clients are set up in our AD in order to access Confluence. When those same users try to set up Jira Service Management accounts, they are not able to set their passwords because they are recognized by Jira as AD users.

Is there a way to work around this?

Accepted answers

Brant Schroeder

@Tamara Schacham The workaround would be to use a different email address or educate those users that they already have an account in JSD. Unfortunately, once their account is created in the user directory you are using Jira will recognize it there and not allow them to create another account.

All comments

Brant Schroeder

Tamara Schacham

Hi Brant,

Thanks for your response.

I'm wondering whether it might work better if we add the user to Service Management first and then to AD once he is set up.

I'll experiment a bit and report back.

Brant Schroeder

@Tamara Schacham For the AD account users are they able to access JSD customer portal if they just use their AD credentials? Are you set up for anyone to access or do they have to be a customer? Since the account is setup they should be able to login if the JSD settings allow it.

Tamara Schacham

It looks like clients will be able to sign in to Service Desk with their AD credentials, so we can skip the email step. We will need to manually remove the Jira Software licence that they are assigned automatically when they log in for the first time. Assignment to an organization will also need to be done manually, I assume.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira-service-desk-server

jira-service-management

jira-service-management-server