Help with Red Hat JIRA account access

[Brian Stansberry]

In the last few days I've heard in Zulip from a couple of community members who were unable to log into redhat.atlassian.net to do JIRA stuff. And I know there were some posts here last month about various issues.

If you have login problems, please try the following steps:

1) Go to http://redhat.atlassian.net/jira/for-you and see if that resolves the problem. (Why it helps I have no idea, but that's been useful for a bunch of people, myself included.)

2) Go to https://redhat.atlassian.net/servicedesk/customer/portals and see if you can file an issue with the JIRA admins. For the couple recent cases that didn't work, but in any case that URL is for the ticketing system for problems with JIRA, so it may be useful in other cases.

3) If #2 doesn't work, please send an email to the JIRA admins. Quoting the person who helped with the recent cases:

"If a user’s account is suspended, as in these cases, and they cannot create tickets via the portal, they should email us at jirac...@redhat.com so we can assist with restoring access directly."

A month or two ago, Red Hat moved their JIRA installation to Atlassian Cloud, which perhaps is relevant to why this is happening. Also, a few years ago they instituted a practice of inactivating accounts after a certain period of inactivity. I believe this situation is what is meant by "user's account is suspended" in the quote above. Before the move to Atlassian Cloud these accounts would automatically reactivate once the user tried to log in again. My *guess* is there's some problem with that now.

HTH,

Brian Stansberry

WildFly project lead

[Brian Stansberry]

Somewhat related -- I've gotten a number of reports of people being unable to create new JIRAs. So I filed a ticket and this is the response:

"From what you described, it seems users are logged into Atlassian ID but not properly authenticated with Red Hat Jira. Since Atlassian accounts are now managed directly by Atlassian and not linked to specific spaces, you may be logged into Atlassian generally but still need to log in or verify your account specifically for Red Hat Jira.

Please try logging in here first: https://redhat.atlassian.net/jira/for-you with your personal account. After that, you should be able to create issues in the WFLY and WFCORE projects."

Note that before filing the ticket I'd created a new account to use as a reproducer. I had an existing browser tab logged into redhat.atlassian.net with that account -- starting from there and going to https://redhat.atlassian.net/jira/for-you did not let me create issues. But when I logged out, and then went to that address and logged in again, I could create an issue.

Best regards,

Brian