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  1. Jira Service Management Cloud
  2. JSDCLOUD-14457

Set organization using reporter's email domain adds back previously removed users

      Issue Summary

      When a user was previously added to an org, but removed later, this Automation rule add them back in, even if the email domain does not match the name of the Organization

      Steps to Reproduce

      1. Add user to Organization A manually, where the name of the org does not match the user's email domain
      2. Remove the user from Org A
      3. Create new Automation rule and add Set organization using reporter's email domain action 
      4. Do not select Create organisation if it doesn't exist
         
        **
      5. Enable rule
      6. Submit a new request to a JSM portal as the user in step1.
      7. User was added back to Org A.

      Expected Results

      User is not added to an organization where the name of the org does not match the email domain of the user. 

      Actual Results

      User added to organisation they were previously member of.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

            [JSDCLOUD-14457] Set organization using reporter's email domain adds back previously removed users

            Hi everyone,

            I am from the feature owner team & I investigated the issue. This happens due to faulty mapping of user domain to an organisation at Automation end.

            • When an automation rule is run, mapping of the user domain to the organisation is stored in the automation cache.
            • After this, even if the user is deleted manually from the organisation, the mapping isn’t updated automatically. And due to this, the rule keeps adding the same domain users to the organisation till the mapping gets updated properly.  

            Workaround

            • Users who faces this problem need to reach out to the Atlassian support team.
            • Atlassian support team can then ask Automation Platform team to remove the faulty mapping stored in automation cache.
            • The support team can verify from the customer, that the organisation doesn’t have any mismatched domain user in it.

            Since we are providing a possible workaround for the mentioned limitation, closing this JAC ticket.
            Thanks
            Debangshu Banerjee

            Debangshu Banerjee added a comment - Hi everyone, I am from the feature owner team & I investigated the issue. This happens due to faulty mapping of user domain to an organisation at Automation end. When an automation rule is run, mapping of the user domain to the organisation is stored in the automation cache. After this, even if the user is deleted manually from the organisation, the mapping isn’t updated automatically. And due to this, the rule keeps adding the same domain users to the organisation till the mapping gets updated properly.   Workaround Users who faces this problem need to reach out to the Atlassian support team. Atlassian support team can then ask Automation Platform team to remove the faulty mapping stored in automation cache. The support team can verify from the customer, that the organisation doesn’t have any mismatched domain user in it. Since we are providing a possible workaround for the mentioned limitation, closing this JAC ticket. Thanks Debangshu Banerjee

            This behavior affects our reporting, we have duplicate orgs and despite deduplicating them, and setting the email domains in one only, the JSM automation keeps assigning users to Orgs that were removed from the project and the email domain was removed from them. It seems it keeps reference for all orgs a user was assigned to and just picks the first one.

            Dimo Dimitrov added a comment - This behavior affects our reporting, we have duplicate orgs and despite deduplicating them, and setting the email domains in one only, the JSM automation keeps assigning users to Orgs that were removed from the project and the email domain was removed from them. It seems it keeps reference for all orgs a user was assigned to and just picks the first one.

              Unassigned Unassigned
              6c7ed1eccea0 Judit (Inactive)
              Affected customers:
              10 This affects my team
              Watchers:
              17 Start watching this issue

                Created:
                Updated:
                Resolved: