AD user information not updating in JSD user profile

Question

Hello,

The information for a given user created in active Directory and then synchronised to JSD is not updating. For example, user is initially created in AD using email address aguiarj@iata.org. When I update the user information in AD, for example, change the email address to be aguiarj@external.iata.org, the user information in JSD is not updating. The user profile continues to show aguiarj@iata.org. Futhermore the user is unable to connect in JSD with the new email address. I would like it to be aguiarj@external.iata.org.  How can I ensure that the information updated in AD is properly synchronised to JSD.

TIA,

John

Brant Schroeder · Answer

@Aguiar Joao Here is a great KB about user provisioning, https://support.atlassian.com/provisioning-users/docs/understand-user-provisioning/

Check out this section.  If this is the problem you are having it would be in the logs.  When troubleshooting issues with syncing users and groups, check the Troubleshooting log on the User provisioning page of your Atlassian organization.  You might check the logs and see if you see anything.

A user's updated email address can't sync because another user (either from the identity provider or not) already has that email address.

You can either:

* Delete the other user.
* Change the email address of the other user to a different email address.

Yes

Alex Koxaras -Relational- · Answer

Hi @Aguiar Joao

Usually it takes a bit of time to sync between the AD and cloud and the time varies. However try to go to cog > user management > settings > user provisioning and click the sync button. Hopefully that will do the trick.