Ghost account with synchronisation

[martijn]

We synchronize Jira Cloud using an integration in Azure (Enterprise Application). Two users are present there, but they are not being synchronized to Jira. Jira indicates that these users already exist and therefore skips the synchronization. However, we are unable to find these two users anywhere within Jira.  both users have in common is that they were initially created incorrectly. A manual synchronization in Azure results in the following message: “The state of the entry in both the source and target systems already match. No change to the User '' currently needs to be made.”

[Tomislav Tobijas · Accepted solution]

Hey @martijn ,

Just to ask really quickly - does this have anything to do with Trello? I'm asking as the question landed in the Trello forum Q&A group.

Anyway, related to this sync issue, have you tried:

1. Go to admin.atlassian.com and select your organization.

2. Navigate to Directory > Users

You're saying the user is not listed there (try searching by email address).

Potentially, you're syncing them as portal-only customers (JSM). You can additionally check this

1. Go to admin.atlassian.com and select your organization.
2. Navigate to Apps > Sites > *select site > Service Collection > *three dots (top right) > Identity providers

Here's also one more troubleshooting article that might help: Failed to update an Atlassian account email address via provisioning sync 

I'd also suggest reaching out to Atlassian Support, as they will be able to check in the backend if there are any additional logs that can help you troubleshoot this. 👀

Cheers,
Tobi

[martijn]

Thanks for your reply!

1. Go to admin.atlassian.com and select your organization.
2. Navigate to Directory > Users

You're saying the user is not listed there (try searching by email address).  No Result.

Potentially, you're syncing them as portal-only customers (JSM). You can additionally check this. Portal Only Users are empty Searching on name or Email address ends in no result

1. Go to admin.atlassian.com and select your organization.
2. Navigate to Apps > Sites > *select site > Service Collection > *three dots (top right) > Identity providers. We are not using portal only users. I made a ticket in the Atlassian Support portal