Users unable to change the Language in Customer Portal
Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Customer is unable to change the language in the Jira Service Management Customer view
Environment
Any version of JSM
Diagnosis
Changing the Language from the Customer portal from User profile >> Language will have no effect when the 'save' button is clicked. In the HAR file, you will get to see an Internal Server Error and the Response looks like -
Response:
"Update user failed with the following modification items [Replace attribute: sn: lastname, Replace attribute: givenName: firstname]"There will be no corresponding errors in the application logs. Only if you enable the debugging for the below package, you will get to see the call to modify the LDAP attributes is sent from Jira.
com.atlassian.crowd.directory.SpringLDAPConnectorCause
The exact cause is unknown but it appears to be a configuration issue from the LDAP side. If the Customer has give Read/Write to the LDAP directory, the Customer Language change in the portal is trying to update the 'languageKey' parameter for the user at the LDAP side and is failing since such an attribute doesn’t exists at the LDAP end.
Solution
If the Customer doesn't have a reason to keep the LDAP permission as 'Read/Write' under the user directory settings, please ask the customer to change the permissions to Read only/Read only with Local groups which will solve the issue.
If the Customer would like to set Read/Write permission to the LDAP, please ask them to involve the LDAP administrator to check on the LDAP side settings to fix this.