Active users are being displayed as 'Former Users' following the migration from Jira Server to Jira

[Administator]

Hello Jira Community,

We recently migrated our projects from Jira Server to Jira Cloud and are facing an issue where some active users are now showing as 'former users' in the Cloud instance. These users were active with ongoing tasks before the migration.

Here's what we've tried so far:

• Verified that usernames and email addresses are consistent between the Server and Cloud instances.
• Checked user status and permissions in Jira Cloud.
• Reindexed the Jira Cloud instance.

Despite these efforts, the issue persists. Has anyone else encountered this problem during migration? What additional steps can we take to ensure these users are recognized as active in Jira Cloud?

[Trudy Claspill]

Hello @Administator 

What version of Jira Cloud Migration Assistant did you use?  From what is the version of Jira did you migrate?

"Former User" is one of the options that can be chosen when the email address of the referenced user is invalid. In your migration process did JCMA report that you had invalid email in your system and did you elect the option to set those references to Former User?

You may need to drill into the database on Jira Server for the specific entities/issues where you are seeing "Former user" to find which user is being referenced and trace that through the related tables to see if it actually refers to a user that is inactive, deleted, or has an invalid email.

[Kathy Hart]

Hello, Tech Jedi, 

A few of questions first.

* Have those users logged into the new system yet? It may be they just need to log on to complete the connection. 

* Are you using Atlassian Guard? They could be in the wrong authorization group. I don't know that much about Guard, but if you are using it, just reply here and someone with more experience will help you. 

* Are they in a user group that includes access to the system? In Cloud there are specific groups that grant baseline access to the site. Check the groups and make sure those people are included in one of the groups that have access. 

If you click on "Show details"  for a Group, you get this screen. At the bottom is tells you if a group also grants product access and if it is the default group for product access. The default role is generally "User".

 If the group you are using for basic access does not have a product associated with it, you can add one by clicking "Add Product" and following the prompts. 

Since you just migrated, if nothing above works, it might be time to put in a ticket with Atlassian to see if they can assist you.