How to handle case sensitivity and bulk edit email addresses in Jira Assets (OnLink Entra sync)

Question

Hi Community,

We’re currently using OnLink to sync employee data from Entra ID to Jira Assets. The sync works fine, but we’ve noticed an issue where email addresses are case-sensitive in the Employee schema.

For example:

* In Entra, an email might appear as John.Doe@aster.com.sg

* But in Jira (user directory), it’s john.doe@aster.com.sg

Because of this, manager mappings and user references aren’t matching correctly (Jira doesn’t treat them as the same user).

I’m considering converting all email addresses in the Employee schema to lowercase to ensure consistency, but:

* Is there a supported or safe way to bulk edit all Employee Email fields to lowercase?

* Does Jira Assets have a built-in function or automation rule to transform text values (like .toLowerCase())?

* Or do we need to update it from OnLink / Entra directly before sync?

Any recommended best practices to manage this kind of case-sensitivity issue between OnLink, Entra, and Jira Assets would be greatly appreciated.

Thanks in advance!

unknown · Answer

Thank you for your reply Saba.

May I ask if there are any syntax or guidance to lowercase the email that I can refer when configuring the Onlink configuration, in the Attributes field here?

Sebastian Krzewiński · Answer

Hi @[deleted]

IMO - 3rd option will be the right one. I didn't hear that automation or assests are able to do this.

Regards,

Seba