Jira Helpdesk password not syncing correctly with Active Directory password

Question

Hi,

I have one user out of our entire department with this issue:

We use Jira Helpdesk to submit and fix tickets for our facility. Typically we use Chrome to launch and use Jira, but we have recently started incorporating Microsoft Edge. The issue now arises that within Active Directory, we have two different domains, but the passwords are typically sync'd between them. This user is able to log in to Jira using Edge with no issue with her current AD password, yet as of lately when she tries to log in using Chrome as she did before, sometimes it takes her current AD password and sometimes it takes her old AD password, as if it's not recognizing that it was ever changed. It is a consistent issue and we are scratching our heads over this.

The question I have regarding Jira now is twofold:

What is the authentication process for when accounts log in to the helpdesk, and what information regarding passwords is being saved by Jira?

Any information regarding this would be highly appreciated! Thank you all.

michael avanzato · Answer

I appreciate the information Artur, this might be exactly what we needed. Thank you!

Artur Moura · Answer

Hi, @michael avanzato

Regarding switching the browser affects how the user log in Jira is very interesting, however, it shouldn't have any differences.

As per your description, I would say that maybe the user is hitting different AD Domain Controllers and this is causing the password issue.

When you are syncing the users from a directory, Jira doesn't store any passwords from the user's directory.

I would recommend you refer to this https://confluence.atlassian.com/adminjiraserver/connecting-to-an-ldap-directory-938847052.html document, which has some valuable information about how the sync works.

Hope it helps.