Atlassian Account ID not syncing in Jira Align after enabling Guard

Summary

This article explains how to resolve issues where Atlassian Account IDs (AAIDs) don't populate in the External ID field in Jira Align after enabling Atlassian Guard authentication.

Diagnosis

When switching to Atlassian Guard for authentication, user profiles in Jira Align may not automatically sync the Atlassian Account ID (AAID) for existing users after they log in, even if the auto-populate setting is enabled.

Cause

This issue is often due to a data mismatch or a delay in the initial synchronization between the Atlassian platform and Jira Align.

Solution

If you have enabled Atlassian Guard but users are missing their Atlassian Account ID in the External ID field within Jira Align, follow these steps to manually trigger the data synchronization.

Verify security settings

Before running a manual sync, ensure the platform is configured to allow AAID population.

1. Go to Administration, then Platform.

2. Select Security.

3. Verify that Auto-populate Atlassian account ID (AAID) is set to Yes.

Run a manual Jira user data pull

Running a manual pull job forces Jira Align to fetch the latest user metadata, including the AAID, from the Atlassian platform.

1. Navigate to Jira Settings, then Pull Jira User Data.

2. Locate the External ID Jira Users field sync dropdown menu.

3. Select Username from the dropdown options.

4. Click the button to run the sync job.

5. Once the job completes, verify the External ID field in the user profiles.

Email case sensitivity and login

Internal testing confirms that email address case mismatches (e.g., "User@Example.com" in Jira Align vs "user@example.com" in Atlassian Guard) do not prevent users from logging in. Additionally, the manual sync job described above should successfully populate AAIDs regardless of email case differences. However, if the AAID still does not populate for specific users, ensure there are no duplicate accounts or email addresses in the Atlassian directory.