How do I manage the disconnect between Service Desk customers and AD?

Simply put, all of our Service Desk customers are standalone customers in the JIRA user directory. As each member of our company emails a Service Desk project, JIRA will automatically create a user. Even though they are in Active Directory, an internal user will be created. We have a few doubles because of it, and quite a few standalone users. What I want to do is have JIRA automatically create Service Desk customers based on an ever-changing Active Directory group in such a way that a new user would NOT be created every time an end user emails a Service Desk project. How would I go about cleaning and setting this up? Thanks in advance.

1 answer

This widget could not be displayed.

My first instinct would be to look at whether the External User Management option is set to On or Off, as On should prevent users from being able to be created in your application (provided that the Directory on user creation is not selecting JIRA Internal Directory). 

External user management  

Indicates that you are using user management from outside JIRA. JIRA will not display options for users to change their password, or edit their profile.
Note: With the 'authentication only' LDAP provider, this should be left off, as accounts are stored locally.

It is currently set to off, as our Active Directory integration is set to authentication only. I'm guessing we should leave it as is per the suggestion. As a note, the doubled up users have the same name and email address, but the usernames are different. One would be just the email prefix, and the other would be the entire email address as the username. The latter is what is generated automatically when they email service desk.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

207 views 3 0
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