Adding new account

[Andrea Tosi]

Hello, 

I'm trying to add an account. From directory -> users I don't see it, but when I send the invitation I got an error saying that the user has been deactivated or suspended.

Since I don't see that account I am not able to reactivate it. Is there a way to fix this problem?

Thanks.

[Marc - Devoteam]

Hi @Andrea Tosi 

Are you linked to your AD, do you use SSO to sing on and your users are managed outside Atlassian.

Then check if the user is disabled or deactivated at that end.

[Valerie Knapp]

Hi @Andrea Tosi , welcome to the Atlassian Community and thanks for your question.

There is a filter switched on by default to show only active users in the Directory. If you click here to show also deactivated and suspended users, you should be able to see the user you are searching for -

Hope this helps

Cheers

[Andrea Tosi]

Hi @Valerie Knapp

yes, I meant I don't see that user also if I remove all the filters. :)

[Andrea Tosi]

Hi @Valerie Knapp ,

from Jira Software -> Access, I was able to add the user.

The problem is now that if I go to https://admin.atlassian.com/ -> Directory -> Users I see the user with "Last access not available and status disabled".
If I go the the user detail I am not able to do anything. The account is disabled and the page says to ask the administrators, I have administrator role.

Thank you!

Andrea

[Valerie Knapp]

Hi @Andrea Tosi , I think @Marc - Devoteam is on the right track here, please can you check and see if you can resolve this by what he has advised?

[Andrea Tosi]

@Valerie Knapp @Marc - Devoteam sure. Just a clarification: by saying :"Then check if the user is disabled or deactivated at that end." you mean if the user is disabled in "mydomain"? Company side?

I'm sorry for the silly question.

Thanks!

[Marc - Devoteam]

Hi @Andrea Tosi 

If you are connected with you company domain for SSO, yes check the user at that end.

If the user is deactivated there, it will be on the Atlassian side as well.

[Andrea Tosi]

@Marc - Devoteam he is able to access in SSO to other product.

What I see in it's detail is:

This user's Atlassian account has been deactivated. Contact the user's organisation administrators to reactivate the account.