Error: inactive user

[Soporte Itera]

Hi team,

I need your support.

Create an automation rule, where I extract a user's email and put it inside the "approvers" field.

Indeed the rule works but when assigning the user within this email the error "inactive user" appears but I have checked and even though the user has a client license or agent license, the error continues to appear.

Below I attach screenshots of the rule and the error.

[Asha · Accepted solution]

Hi @Soporte Itera 

       First check this assinable issue permission and assign issue permission

• does your user that is the role actor have the permission to assign issues ?
• does your user have the permission to get assigned?

And for the reporter field follow the below link 

https://confluence.atlassian.com/jirakb/automation-for-jira-identifies-user-as-inactive-when-using-initiator-displayname-smartvalue-1277427884.html

Hope it helps

Thanks

[Soporte Itera]

I already reviewed the permissions issue, this is an assignable user and has permission to transition, however, the user must only have a client license in Jira service management.

I did the test and it still generates the inactive user error.

[Asha]

@Soporte Itera  

In that case you need to check with the site admin, where in admin access you need to check in Portal-Only customers to see if customer is inactive there.

Hope it helps.

Thanks