we are using JIRA v7.9.0/JIRA Service Desk v3.3.0 and have the following problem:
There was a user in our JIRA Internal Directory called "buerger". The account was set to inactive and later deleted to clear space for another user, also called "buerger". The new one was synchronised from our active directory.
We can see the new user in the user list, but in our Service Desk, he is not available as a reporter or in our custom fields of a task.
After a check of the configuration, everything seems to be okay. After a restart of the system, the problem still exists.
How can we troubleshoot this?
Thanks for help.
Hi @Marco Achilles,
does the user have application access and in the servicedesk agents group? If you find a similar user, you can compare the two:
These are the first things I'd check. Let me know if they are all good and we can investigate further.
Can you temporarily change the new user's name to see if it makes a difference? I would only go into the tables if really necessary, see why:
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