User access

[scott norris]

I was informed today (8/1) by 3 of my team members that they can no longer access our project in Jira.   The were able to access yesterday (7/31).   Nothing was changed to their access.   

When I looked at the Admin/User screen for the site, I can see them as Inactive users with last login on 7/31.   

When I look at the Project Setting\People screen for our project.  I do not see them listed.  When I try to add (add people), I am getting a message that states: "We cannot find that person on keyrpa.attlassian.net (cloud site), even though this person has been added a user to the site.

I have attempted to remove these person from the site, and re-add to no avail.

Any thoughts?

[Angélica Luz]

Hi Scott,

It looks like we'd need to investigate this in more detail. You will receive an email from our support portal shortly and once we come up with the final solution, we'll post it here as well.

Regards,
Angélica

[Angélica Luz]

Hi @scott norris, 

I saw that the ticket was already resolved and the issue was related to a conflict with the access pilot that an admin has initialized.

If you need further assistance, please let us know.

Regards,

Angélica

[Nic Brough -Adaptavist-]

Their "access" might not have changed, but one of your administrators has flipped the "inactive" flag on their accounts, so they can no longer get in or appear in most selections.

You will need to go to user maintenance and re-enable the accounts

[scott norris]

Thanks for the response.   I looked at the User list and see the user as not flagged as Inactive (like the first 3 on the list).   The 4th (Satheesh) is the user with the issue.   They are showing up without the INACTIVE indicator, but only showing on the list of inactive users.

Here's what is showing for the user record for Satheesh:

Any help is appreciated, as I am out of options to assist.

[Nic Brough -Adaptavist-]

Your 4th user does not appear to be showing as inactive anywhere.  I'm not actually sure what the problem is now you know why the first three inactive users are not selectable.