Service Desk Agent, in the inactive status

[John Francis]

 Dear readers,

some of our agents are suddenly in the inactive status. How I can reactive them profiles?

[Tansu Akdeniz]

Hi @John Francis 

Welcome community.

Is Jira connected to Active Directory? If yes, users might be disabled there. If they are managed within Jira (internal users), go to Administration -> Users -> Find user -> Actions -> Edit Details and check the Active box.

Also, you can check the user management logs from Administration -> System -> Audit Logs section.

Detailed info.

Best

[John Francis]

Thanks for the reply. I apologize if my question was not detailed. yes, our agents are not internal users but are imported from an ldap server

[Tansu Akdeniz]

You are welcome. So, agents needs to be activated in Ldap server. You can check their status in Jira Administration -> Users section.

[John Francis]

Thanks for your reply but I don't understand what you mean. My agents on ldap server are all active since all service connected to it (except the service desk) work perfectly and recognize the agents. The only service that recognizes my agents in the inactive status is the Jira Service Desk.

Thanks