Pick 'In Active' Active Directory Users in reporter field.

rahil vasaya
Contributor
July 31, 2024

As per organization process, those who do not access their accounts more than specific days are automatically disabled in Active Directory. Then, these people make a call to our local service desk and after verification their account is enabled again.   

In that case, service desk staff create a service request against the caller and put their ID in reporter field to create a request for them. But since the account is disabled in Active Directory, it is not visible in reporter field, and in user management that account is marked as inactive.

We have synced the active directory in read only mode. So, service desk is not allowed to active the user in Jira. They will only enable the account using Active Directory after necessary verification, as they are not allowed (and do not have rights) to enable the account who has left the organization. 

We have reduced the incremental AD sync time to minimum that automatically convert the inactive status to active and displays in reporter field, but Service Desk staff can't wait for the sync to run, as they have to create a ticket over the call to add full details of the user in the ticket. 

 

1 answer

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Adolfo Casari
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July 31, 2024

@rahil vasayaYou can create a text customfield and add it to the request form and use that to record the name or ID of the (inactive) user.

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