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User was disabled, Org admin cannot restore it (no such button)

Olga Kireeva August 17, 2023

Hi!

One of our users was deactivated and org admin has no option to restore it.

Can anyone help?

We don't know both:

  • why user was deactivated
  • how to reactivate his account

P.S. I am Org Admin :) 

2023-08-17_12-47-44.png

1 answer

0 votes
Sayed Bares [ServiceRocket]
Community Champion
August 17, 2023

@Olga Kireeva welcome to the community!

To reactivate your user's account you can follow the steps mentioned in the following doc:

You can check the audit logs and see why this user was disabled.

Olga Kireeva August 17, 2023

Thanks, but the doc doesn't help since I don't have a "Reactivate" button

Sayed Bares [ServiceRocket]
Community Champion
August 17, 2023

@Olga Kireeva was this user claimed by your organization? if not then perhaps this was deactivated by the organization who claimed the user. Hence you are unable to reactivate the user.

Olga Kireeva August 17, 2023

As I found out, previous admin hasn't verified  the domain. I guess it's the reason why I can'do anything :) 

Olga Kireeva August 17, 2023

Also I wanted to ask about Audit log. It says that Audit log is available only if you have Atlassian Access subscription. Is there any other ways to check why an acoount was disabled if we don't have this subscription?

Sayed Bares [ServiceRocket]
Community Champion
August 17, 2023

@Olga Kireeva I don't think you will be able to find out since the user account is being managed by another Organization. In other words, if your user email is user1@xxx.com then xxx.com is claimed and managed by another Atlassian organization and I believe they have deactivated the account. Neither you or anyone can give user1@xxx.com access until it is activated by the organization who claimed his account. 

You can confirm if an Atlassian organization claimed the domain by going to:

  1. Go to https://admin.atlassian.com/
  2. Select your Organization
  3. Go to Settings > Domain
  4. Click on "Add domain" > paste the user's domain (eg. xxx.com)
  5. Click on "Next"

If you get an error saying that the domain is claimed then you can be certain that the user1@xxx.com is deactivated by another org who claimed his domain.

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