What does "Tenant is restricted: suspended-inactivity" mean?

[Arne Reimann]

Hi all,

When one of our customers tries to import his isses via the Jira API, with the following JQL Query:

assignee = currentUser() AND status NOT IN (Completed, Closed, Canceled)

he receives this error message:

"Tenant is restricted: suspended-inactivity"

Does anybody know what that means and how I can solve the problem?

It doesn't appear for his colleagues, so it seems to be user specific.

Any idea or help is appreciated.

Best regards

Arne

[Andy Heinzer]

Hi @Arne Reimann 

I understand that you are getting an error that indicates an API call is failing due to a suspended-inactivity error.  But I am unclear as to what relationship you have with this specific site in question.  Your account does not appear on that site in question.  Have you created an application that is integrated with this site in some way?  If so could you let me know more about what this app is?  Is it listed in our Marketplace?  By chance is it the timeBro app?

I can see the site in question, however this site does not currently have that specific app installed to it.  It might have had it installed at one time, but this could be one explanation of the error message in question.

Even if this is not a fitting explanation for this situation, please let me know some more details about how you are trying to make that API call, such as what authentication method is being used here (Basic auth, OAuth, a connect app, a forge app, etc).  Also, I would be interested to more such as the user account in question and the specific endpoint being called.

Another possible explanation is that if a specific user account has been deactivated on that site, and you're trying to authorize this API call as that user, it could potentially give you this kind of error message.  But in that case, I would suggest reaching out to the site-admin of that site to check the details of that specific account.

Let me know

Andy

[Arne Reimann]

Hi Andy,

thank you for your help.

Yes, it is the timebro app.

They had it installed and tried to reinstall it a couple of times. Now they are waiting for a solution, because when it was installed it worked for everybody but one user. 

Do you want me to ask them to reconnect timeBro to their Jira account, so it is easier for you to see the error?

Best regards

Arne

[Andy Heinzer]

Certainly we can suggest re-installing the app here.  It is difficult to determine the cause here currently because I can't recreate the problem at the moment.  But yes, if the client can reinstall an recreate the error here, then perhaps we can gather more information about the problem here.

[Arne Reimann]

Hi Andy, 

tha app is installed/connected since June 15.

I hope that belps.

Best regards

Arne

[Andy Heinzer]

Thanks for this information Arne, I believe we will need a site-admin from this site in question to grant us data access to that site to be better able to investigate this further.  To do that, I created a support case on behalf of Wesley over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-673598 and I also added you as a participant to that case.

[Arne Reimann]

Okay great. Thank you :)

[Daniel Ebers]

Hi @Arne Reimann

I am a bit confused as you said the customer is trying to import issues - however the query is a simple search term. So it leads me to the question if it is certainly happening during a JQL query or only when attempted some kind of import.

Could you please clarify?

Regards,
Daniel

[Arne Reimann]

Hi Daniel, 

thank you for your help.

We use the GET issues call of the Jira API. There you can use JQL to filter.

https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-issueidorkey-get

Best regards

Arne

[Jack Brickey]

Can you go into admin - user management and inspect the user?

[Arne Reimann]

Yes. The user looks fine and looks the same as the other users where it works.

[Rob Horan]

Could his site have been suspended due to inactivity?

[Arne Reimann]

Thank you for your answer.

Their site works normal. Also all other users of their workspace don't have the issue. 

The user with the error also has no issues using Jira. It's just the API access. 

It worked for the user before.