Is Jira connected to Active Directory? If yes, users might be disabled there. If they are managed within Jira (internal users), go to Administration -> Users -> Find user -> Actions -> Edit Details and check the Active box.
Also, you can check the user management logs from Administration -> System -> Audit Logs section.
Thanks for your reply but I don't understand what you mean. My agents on ldap server are all active since all service connected to it (except the service desk) work perfectly and recognize the agents. The only service that recognizes my agents in the inactive status is the Jira Service Desk.
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events