Externally managed deactivated users unable to be reactivated

[jscanlan]

Hi,

We are using Entra ID to manage our users.  In Entra ID a user is shown as active.  But in Atlassian they are shown as deactivated.  They can't be reactivated on the Atlassian side as they are externally managed.  Most of our users are working fine....so it's not a universal sync issue between Entra ID and Atlassian.  Has anyone experienced this?

[Karan Sachdev]

Hey @jscanlan

Welcome to Atlassian Community!

When you say 'externally managed', do you mean these users are managed under a different organisation?

If yes, it is likely that these accounts are blocked/deactivated by the org admins of the organisation where these are managed. In this case, the user(s) will have to reach out to the admins of the organisation where they're managed in order to be reactivated.

Thanks!

[jscanlan]

Hi - when I say external I mean the management is delegated to Entra ID.  Membership of Jira and Confluence is controlled by membership in Entra ID.  The anomaly is that in Entra ID they are being seen as active but the reverse in Atlassian...but the Atlassian information is driven by what's in Entra ID.  Both domains are in the same company.

[Andrew Watts]

I'm having exactly the same issue.  We have an Entra ID user whose account was temporarily disabled.  This was then synced to Atlassian via the SCIM process which resulted in the user being marked as "Deactivated".

Now that the user's Entra ID account has been re-enabled, the SCIM process is unable to send the updated user info to Atlassian as the fact they're marked as "Deactivated" appears to be preventing the update from Entra being accepted, and Atlassian won't allow me to reactivate the user as it knows it's managed by an external identity provider (I.e. Entra ID).

Did you manage to find a solution to this?

[jscanlan]

Hi 

I had a mix of users defined in EntraID.  Users from my company domain and guest users from third party companies.  My issue was with users from the third parties being deactivated in Atlassian User Management.

For these users, the Atlassian Org Admin for the third party domain has to reactivate the users first.  They would then appear is Suspended in my view of them and I could then reactivate them for use in my company's instance of Atlassian. 

James