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Import CSV failed : user does not exist... but it's the project lead !


I tried to import a list of tasks with the CSV Importer. Anytime Reporter or Assignee is sourced, the task creation fails.

I used the form first_name.lastname but I also tried with ID number and mail adress. Each time Reporter or Assignee is not empty, the import fails.
Even when R or A is... the Project Lead.


For a brief history, one of my teammates succeeded in importing these on 27th of June 2019. She tried today : same errors as me.

On the screenshot, you can see the error message when I tried to import with the form first_name.lastname .

Can somebody help us solving this mystery ?


2019-08-26 17_12_17-External System Import - Solution B.I.png





9 answers

1 accepted

1 vote
Answer accepted


it was mentioned (3 days ago) the planned release shall be “mid next week” 


the irony... a test mgmt tool with such a critical bug in their release.

I'm experiencing the same issue with Jira cloud.  It has worked in the past.  I tested several formats and received the same error with one exception.  

  • Issue can't be created due to the error/s [ User 'first.last' does not exist. ]
  • Issue can't be created due to the error/s [ User '5b8ee8axxxxxxxxxx37286b5' does not exist. ]
  • Issue can't be created due to the error/s [ User '"first.last"' does not exist. ]
  • Issue can't be created due to the error/s [ User '""' does not exist. ]

In the one error message a key is displayed instead of the text value from the csv.  This tells me Jira does have the assignee but there is a defect in the logic.


As you experienced, I had the same issue... and the same defect in the logic.

How can a user NOT exist and see its name replaced in the error text by the exact ID (proof that it exists) ?

By the way, is there anything to do to involve the Jira support in this excessively annoying subject ? I'm pretty new at this.

We are experiencing the same issue; our imports also had worked previously but we are no longer able to import the Assignee.  Tried again this morning, still receiving the errors noted by the 2 other users.

Have you (already) posted a request ?
I cannot see this request (permission missing).
Can you update us on the feedback you received ?


It's raised - just waiting approval from JIRA so hopefully will get some attention.

Would be good when its approved to get some upvotes to gain some attention!

Like Thibault Trinh Van Dam likes this

We've had the same issue.  I tried all of the things other posts suggested and same issue.  Hoping support jumps in with a resolution!  

Seriously... spending hours troubleshooting this...

JIRA vendor must have changed something!!

I tried an invalid account say "First Last" :

  • Issue can't be created due to the error/s [ User 'First Last' does not exist. ]

However when I try a valid account say "First.Last"

  • Issue can't be created due to the error/s [ User '5bc076b54a8a24512aa89f6e' does not exist. ]

Same problem!

Is there a ticket for this?

This is not normal.....Atlassian omg is it so hard to fix it??

0 votes

If you don't have too much assignees, this workaround can work: load the assignee name in the "label" field. Then, you can put a JQL filter on label, and assign the tickets assignee by assignee. I think this is a little more efficient than making separate uploads by assignee.

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