How can Service Desk customers write a Request for Account Unlock when they can't log into their account?

ENVIRONMENT:

  • JIRA Service Desk Server (SDS)
  • JIRA SDS pulls User Directory from Crowd which pulls from Active Directory (AD)
  • JIRA SDS and Crowd cannot write back to AD
  • In order to access the JIRA SDS Customer Portal, I believe customers/users must have an account, and as such that account is their Crowd / AD account

 

PROBLEM:

  • If the customer/user account gets locked out and they need to request that it be unlocked, how can they access the JIRA SDS Customer Portal to Request an unlock if they cannot log into JIRA SDS to get to the Customer Portal?
    • Is there a better way to create a single public page on the Customer Portal that allows you to create a Request without having an account on JIRA SDS?  

 

 

2 answers

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https://jira.atlassian.com/browse/JSD-3598
This new bug was created by Support based on this question and addresses why this is not possible, and a potential workaround.

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If you are able to write your own plugin, you can create a servlet plugin that launches a web page that doesn't authenticate a user. This page can be a basic forms page that can grab some manually inputted data. This can then used to create a ticket or send an email requesting the unlock. This link can be placed on the login page. If it's clicked the forms page with submission button is loaded after the redirect. 

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