Issue Summary

Jira Align user synchronization fails to populate the External ID (Atlassian Account ID) when there is a casing mismatch between the email address stored in Jira Align and the email address in Jira.

Steps to Reproduce

1. Identify a user in Jira Align whose email address contains capital letters (e.g., User.Name@example.com).

1. Ensure the corresponding user profile in Jira (Atlassian ID) uses a different casing (e.g., all lowercase user.name@example.com).

1. Run the Jira User Data Pull or wait for the automated user synchronization to occur.

1. Check the user's profile in Jira Align and observe the External ID field.

Expected Results

The synchronization process should treat email addresses as case-insensitive. The system should successfully match the users and populate the External ID field with the Atlassian Account ID.

Actual Results

The synchronization logic performs a case-sensitive comparison. Because the casing does not match exactly, the system fails to link the accounts. As a result, the External ID field is not updated, which can prevent the user from accessing integrated features (such as Atlassian Rovo) and may cause the user to appear as "un-linked" in synchronization logs.

User un-linked from Jira user

Workaround

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