Page Restrictions only detecting an old (deleted) user account

[Candice Taylor]

Recently an existing user had their account updated with a new email address.

THE PROBLEM
When trying to add this user to a restricted page, it picks up the user - with the new email address, and you are able to add and apply the changes.

If you go back to the page restrictions it then shows the user as an "unknown user" with their old email address.

Note: The old email address has been completely deleted from the system.

[Shannon S]

Hello Candice,

Welcome to Atlassian Community. It's nice to meet you.

I noticed you raised the same question with our support team, and my colleague is now helping you. They've requested the following information from you:

Since the issue persist after changing the username, we suspect there might be an inconsistency in the user_mapping table in Confluence database.

To confirm the suspicion, please provide us with the output of following queries:

SELECT *
FROM cwd_user
WHERE user_name = '<USER_NAME>';

SELECT *
FROM user_mapping
WHERE username = '<USER_NAME>';

 Kindly replace <USER_NAME> with the affected username. You may need to run the query for both old and a new email address to identify the inconsistency.

In addition, can you kindly create and attach a full Support zip file for us to review the logs?

Please feel free to attach the results of that and the support zip to the ticket in support. 

When the issue is resolved, could you possibly reply here with the resolution so it can help others in the future?

Thank you.

Regards,

Shannon