User picker will not populate customers that have formerly used logins

[Allen Chesley]

My JSM installation uses Active Directory for Authentication/Authorization.  We have both Company customers and contractor customers, separated into different OUs in Active Directory.  I have therefore setup multiple User Directories in JSM, one for Company accounts, and another for Contractor accounts.

On occasion someone will leave the Company and becpome a Contractor (or vice-versa).  Their old acount is disabled/removed, and a new account is created.  It may use the same login ID (UID) as the old one.  Because JSM remembers everyone that causes a collision.  I fix it by temporarity disabling the User Directory with the "new" account, search for the "old" account, and then Anonymize it.  After that I re-enable the User Directory and then do a background reindex.

The problem I am having is that JSM will not populate a user picker with the "new" account after the old one has been anonymized, even after a re-synchronize with Active Directory.  How do I fix this?

[Joseph Chung Yin]

@Allen Chesley -

On the DC/Server env, did you check to see if the user's account attributes (i.e. account name) are different?  In addition, are the JSM customers group contain the new account?

You should also verify if the user picker field is properly configure, so it can pull from the right source.

Otherwise, you should contact Atlassian Support (https://support.atlassian.com) for their further assistance.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Allen Chesley]

In the DC environment the accounts have the same login ID (UID), with different SIDs.  Jira uses the UID, not the SID.  I can see the "new" account in Jira User management once I anonymize the "old" login, but it never shows in the user picker (single or multiple).  The user picker can pull from other accounts in all of the User Directories, just not the ones that had an "earlier life".