Changing a user name in Jira breaks history in Service Management

[Matt P]

We are running into a unique problem where when we update a username in Jira, Service Management is unaware of the change and create a new user.

Example:

Change username in jira of USER1 to BEST_USER1

Service desk syncs and see's that USER1 no longer exists, makes that user inactive and creates a new user with a new user_key for BEST_USER1 in the APP_USER table.

This makes the user lose all history in Service desk.

[Matt P]

As an update, if we switch the username back in Jira to what it was, it will regain all it's Service Management links and reactivate the deactivated account.  Seems odd that Service Management cannot identify a username change in Jira and sync that correctly to Service Desk and update the username for that account.