[Jira Service Desk] LDAP works, but users can't be selected as creators

[Jens Rosemann]

Hello,

I'm working on implementing Jira Service Desk for our organization but we are facing an quite annoying issue.

I've successfully implemented the connection to the LDAP and our user can login to the self-service-portal using their active directory credentials. That is fine.

But most of the user - strangely not all - that haven't logged onto the portal can't be selected as the issue creator. So whenever anyone calls our support hotline we can't select them as the ticket creator. Only about 1xx customers work this way and about 3xxx can't be selected.

Anyone had the same issue? What can I try so solve this? 

I've checked the tables in the database and haven't found anything "has logged on" which I can simply change with a script. Also I've tried to add those 11-ish lines to cwd_user_attributes which all the others users have but it didn't work either. 

Thanks for any suggestions,
Jens

[Suzanne Seaton]

@Jens Rosemann

[Jens Rosemann]

Okay, I've extracted every account Name (i.e. jrosemann) and corresponding email address (i.e. jens.rosemann@our-domain.de) from the Active Directory. Remember, the AD is connected to Jira and they can Login via their respective Windows Logins. 

Now when I bulk add account names (i.e. jrosemann), I get an error message that most of them can't be added. But from the 3xxx accounts about 1xx are recognized. 

When I bulk add email addresses they are created as new accounts in jira and are not associated with the right account. 

Any ideas how to fix this? It is driving my nuts and there is no way that each and every person will login first before they create new issues. 

Thanks,
Jens

[Shankar Asam {Appfire}]

Hi Jens,

Here are my thoughts -

When you do a synchronisation from JSD to AD, would all users come up in JSD? If the user doesn't exists in JIRA, then you can't be select the user on issues. Please see users section for the problematic users.

[Jens Rosemann]

I load the users from the AD into JSD. They are created in the user directory and I can find anyone there. But I can't find them when I try to select them as issue creator. 

[Evgeniy Russkikh]

Are they have access to your project? It’s not enough to just sync ldap with Jira, you need to specify users permission to every project.

[Jens Rosemann]

They are just the customers for the service desk and I've defined it so that anyone can enter requests there. They just need to login and they can do so. During this login process there are no permissions added to them. They just have a bare bones login to Jira without any licenses attached to it.

[Evgeniy Russkikh]

can you show screenshot of your portal Customer Permissions section?

[Jens Rosemann]

Sure, I can do that. But it is in German.I can see, that only 142 people are in the section "customer". How can I add everyone from the active directory here. I mean without entering each and every mail address by hand.

Thanks!