Jira Service Desk returner issue

[Shandy Tailor]

Why is it so hard to re-enable a returning staff member in the Jira Service Desk, so I can create a ticket for the returner but when the returner tried to raise themselves they get an  error saying :  :(

[Nic Brough -Adaptavist-]

You'll need to come up with a different method of requesting / handling this.  Deactivated users are not to be used, they're deactivated for a reason.  Their accounts can't be used, including in user pickers, so there's no way an existing deactivated user can do anything, or even be picked out by their team-members who have asked them to rejoin.

For you, it's a catch-22 - you can't raise a re-activate request directly yourslef because you can only do it from an active account.

Best I can think of is using an anonymous Jira Service Management project with nothing but "reactivate account" requests, at least the old user would be able to get something into your Jira (then I'd probably automate "create linked issue" into the project where you're agents are actually handling them)

[Shandy Tailor]

It seems when we disable an AD account after a period Jira disables their account, but in our company we get lots of users returning after a spell away, so it would be nice to be able to re-activate user accounts in the Service Desk, it's a shame we can keep the users UPN's and re-activate their accounts in AD and Azure but Jira chooses to ignore the AD's changes for when the person returns back to us.

[Nic Brough -Adaptavist-]

It can't know if they have returned to a role that requires all the old access they had.  You should not be "onboarding" people who have left automatically really, your admins should be checking that re-enabling them is the right thing to do, and checking their access.

[Shandy Tailor]

I think we can assume when a person leaves from department A and they return back to the same department A then there will be no access changes, and when the Admins are busy the last thing they want is to re-enable a returner to the same job as before, there must be a solution for these type of events where Support Desk technicians can re-enable an account back to live (unless no-one ever thought of this scenario)