How to activate inactive users

[Evert Morren Atlas Admin]

We use Jira Cloud + external directory via Atlassian Access / SSO with Intune/Azure AD. Sometimes it happens that someone is needed for an approval but the person never logged in and is inactive. Is it possible to activate all inactive users to use them in a user picker as approver, or with a rest api https://xxxxx.atlassian.net/rest/api/3/user/search?query={{issue.customfield_10505}}.

Or is it possible to search for inactive users with a user picker?

[Marc -Devoteam-]

Hi @Evert Morren Atlas Admin 

User that have not activated their account, so they are "invited" can't be chosen as approver, they need to activate their account first.

[Evert Morren Atlas Admin]

Is it possible to activate the account by an admin?

[Marc -Devoteam-]

Hi @Evert Morren Atlas Admin 

No this is not possible,

[Evert Morren Atlas Admin]

I have two users with the same rights, groups etc. Both have status invited, oen is visible in user picker, the other not? What happens?

[Marc -Devoteam-]

Hi @Evert Morren Atlas Admin 

Are you sure, check all users and see if the one visible has another account iwth the same name, but with a different mail address.

[Evert Morren Atlas Admin]

Already done, both users are the same. Is there any option to check the jira database?

[Tudor Tofan]

Hi @Evert Morren Atlas Admin . There is no way to access Jira's database in the cloud

[Tudor Tofan]

Hello @Evert Morren Atlas Admin 

I understand that you are using Atlassian Guard but do you have user provisioning activated?

It depends on what you consider as being an "inactive user". If those users are deactivated from Azure AD, then you must reactivate them from there.

However, if the users are active in Azure AD, you must assign them Customer licenses in JSM and you must make sure that they have Customer project role on the project where the approval process is. One way to do this is to bulk assign them to the default customers group (the name usually starts with "jsm-servicemanagement-customers") and make sure that group provides customer access. For this, you need to go into the Site settings -> App Access -> Customer Access.

Then, if your JSM project is restricted, you need to add the group as a customer on the specific project. If the project is marked as Open, you don't need to do anything else

This way, you will be able to use them in the approval process and such a user will be able to approve a request from the Portal screen. They don't need Backoffice access (agent license) for this.

[Evert Morren Atlas Admin]

We have user provisioning activated, the users are active in Azure AD.   The groups are added as cusotmer to a specific project. The user has customer rights, but I cant't find the user as approver.

[Nikola Perisic]

Hi @Evert Morren Atlas Admin 

In Jira, you can't search for inactive users in the user picker field. Do you have groups in your identity provider that uses groups that are giving app access in Atlassian?

[Evert Morren Atlas Admin]

yes, we have groups and give the groups customer access to a project.