Site user choices and page owner choices incomplete

[Daniel Kelly]

I am a Site Admin for a Confluence Cloud site. I can edit the site users and their permissions.  However, up until recently when I searched for users to add I got a list of most or all of the users in the system.  Now I only see a relatively small subset of users and apps to choose from.

This also seems to impact the ability to change ownership of something like a page.  When I open the dialog which allows change of ownership, I do not see all the users I should.  I don't even see users configured as admins of the site.

I have checked permissions in every place I can think of, and I have tried things like giving a user full permissions to everything in the site.  However, nothing has worked.

Has anybody encountered anything similar?

[Thiago P _Atlassian Support_]

Hey there @Daniel Kelly ,

Sounds like the user picker windows are not bringing the expected results for users and/or groups when typing a few letters - does that sound correct?

If that's the case, opening a Support ticket is certainly the right way to go as we'll be able to assist you. We can try and run a backend job to fix this issue, but it requires an open ticket with Data Access granted for us to touch any data.

Hope this helps!  =]

[Daniel Kelly]

Yes, that sounds accurate.  I will pass this along to our Admin. 

Thanks!

[Tomislav Tobijas]

Hey @Daniel Kelly ,

Just to confirm, you're trying to reassign ownership to users who are marked as 'active' (basically, who have a Confluence license and are not suspended or deactivated) in Atlassian Administration > Directory?

In DC, you can/select inactive users, while on cloud, to mention or select someone in the user picker fields, those users need to be active and have a valid Atlassian app license.

Now, if all seems correct in that end, the probably best bet would be to reach out to Atlassian Support as mentioned above.

👀 One more thing you could check before reaching out to support is navigate to Confluence administration > User access and try to search for a particular user who isn't listed when you try to reassign ownership. In most cases, if the user cannot be found there as well, it would seem that they do not have appropriate app access (meaning, license). 

Cheers,
Tobi

[Kristian Klima]

That's what I was thinking. Also, a user can 'have access' within an org... but if they don't have a seat on a specific Confluence site, they don't actually have access to the content.

On this screenshot, every user is listed with 'Has site access' - one I check Confluence, the list is reduced to users with actual seats.

@Daniel Kelly try to play around with this view to see if the specific user is actually a licensed user.

[Daniel Kelly]

Thank you for these responses. 

As a site admin I don't think I have access to that view, but I am on communications with our Atlassian administrator and she is submitting a support case as we don't think we should have a licensing issue.

[Mia Tamm _Simpleasyty_]

Hi @Daniel Kelly ,

What you describe doesn’t sound related to permissions, as a site admin you should normally see all active users when assigning ownership or adding people. The fact that only a small subset shows up suggests this might be a recent change or a bug in Confluence Cloud. If it continues, I’d recommend raising a support ticket so Atlassian can confirm whether it’s expected behavior or not.

Out of curiosity, in your case, are you mainly trying to reassign page ownership or is it more about adding people to spaces/projects? That might help others suggest a workaround until the issue is resolved.

— Mia Tamm from Simpleasyty

[Daniel Kelly]

It started with reassigning page ownership. Even if I make a net new page and I am the owner, it doesn't change what happens when I attempt to change the ownership.

I also tried in an Incognito window in case it was some kind of bizarre cache issue, but no joy.

Only today did I discover that user addition to the site was also impacted.

[Mia Tamm _Simpleasyty_]

Hi @Daniel Kelly ,

Thanks for clarifying. That helps a lot. Since it’s also impacting new pages you create (where you’re the owner) and even user additions to the site, this definitely sounds broader than a page-level issue. The fact that you already tested in Incognito rules out a simple cache problem.

At this point it might be worth raising a ticket with Atlassian Support so they can check if there’s an ongoing incident or change affecting user visibility and ownership.

— Mia Tamm from Simpleasyty