We are currently having a problem with our users contacting our helpdesk (JSD) and knowing where to reset their passwords or what the password complexity requirements are. Our customers consist of:
* Customers with LDAP accounts
* Customers with local JIRA SD Accounts (using public sign up)
Our customers are not required to having an (LDAP) account with us to email us for support or enquiries. Though for us to receive their help request in JIRA SD, we had to turn on the Public Sign up option. If we did not turn this on, JIRA would ignore the users email due to not having an account.
Issue 1: LDAP Customers
If our users have signed up to use our systems, they are provided with a login account to that service. Having connected our LDAP to JIRA SD, the user is automatically added to the correct customer group and can use that (JSD) service as well. This is excellent and works well. But.. these customers see the reset password option in JIRA SD, assume they can reset their LDAP account password in this section (on the JIRA Login), which is causing further confusion.
Issue 2: Local JIRA SD Customers
With the customers who don’t user our systems, and have signed up for an account (with JIRA SD) they are unsure what the “Password Requirements” are due to it not being displayed by default for what ever reason.
Ideally, if for example a user emailed JSD and public sign was not turned on, then it would be nice for that the very least it can do is auto reply a response, e.g. sorry you don’t have an account, please contact email@example.com for further assistance. Or even something where we can potentially add our customise the response.
Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
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