Hello, We started noticing more users accounts are showing "inactive". The users are still with the company and have not been removed from the systems. I went in and switched one user back to active. Then shortly after jira switched it back to inactive. We have Okta and no LDAP/AD for user management. I am new to Jira and need some help with this please. Checked the forums but doesn't seem to be a fix for this scenario.
@ Martin Bayer all it shows there is I went in and activated the user. Then manually ran the sync and then Jira set the user to inactive.
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Hello, @jason.heaney
You said this:
"Then manually ran the sync and then Jira set the user to inactive."
If you don't have LDAP connection and OKTA is not doing user provisioning/management – what is this "sync" that you have run?
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Hello @Ed Letifov _TechTime - New Zealand_
It looks like Okta is doing the provisioning via API. I just created a new API token in Okta and entered it in the existing connector in Jira under the User Sync configuration. But that seems to not have fixed the issue. I found a band aide for the issue. By changed the cleanup behavior setting from disable accounts to Do nothing. So I am not sure whats causing this if the users account in Okta are active
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Hi @jason.heaney can you check audit log? It might give you more details about deactivating user
https://confluence.atlassian.com/adminjiraserver/auditing-in-jira-938847740.html
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Good question.. How do I check that? Sorry, I am very new to Jira.
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I checked under Applications->versions and licenses and no banner is there saying we are exceeding the user licenses.
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@Martin Bayer [MoroSystems, s.r.o.] Is that where I check if we are exceeding our user tier? Or is there another place?
Please advise. Thank you
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HI @jason.heaney , I'm just checking on Jira 7 and it looks like:
So I can see what is the consumption of the licences...
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Hello @Martin Bayer [MoroSystems, s.r.o.]
That is where I looked and it shows unlimited users (397 used). I don't think this could be the issue then, right?
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Hi @jason.heaney , no than it should not be the issue. I have another idea. Did you try to check the log files? There can be some log message which says what process deactivated the user...
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@jason.heaney you need to acces the server. Log files are stored based on the environment configuration but most of the time its configuration is default
-> Jira home directory -> Important subdirectories -> log
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Thank you Martin. I will contact Contegix to pull the jira application log file for me
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@Martin Bayer [MoroSystems, s.r.o.]
I have received the log files but I'm not sure what to search for to see why the users are switched from active to inactive.
I tried searching by:
nothing comes up
The user list csv file they sent me too, which shows last login, show that the users with this issue have logged in recently.
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Hi @jason.heaney I would try to check the log files record in the time the user was deactivated. You can see the date&time of the user's deactivation in the audit log. Can you check it, please?
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Hello @Martin Bayer [MoroSystems, s.r.o.] I will have Contegix check that for us and report back.. Thank you
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Hello @Martin Bayer [MoroSystems, s.r.o.] . Our server host for Jira, Contegix, isn't finding any issues with the configuration or finding anything unusual within the log files. They said it may be a problem with Okta. However, Okta is only providing the SSO and provisioning is not enabled. So Okta isn't managing the Jira accounts. So I am not sure where to go with this now and our list of people affected is slowly growing. This is so frustrating
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Hi @jason.heaney I guess you should contact Atlassian support if you have active maintenance subscription. It is really difficult to analyze something like that without access to the log files
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Thank you Martin but our support contract has ended with Jira support. Thus why I am here hoping someone else had this issue and a resolution.
I do appreciate your time and feedback with this.
Thank you
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