Account Management Best Practices

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 for further assistance. Or even something where we can potentially add our customise the response. 



0 answers

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

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 ...

3,315 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot