Do you see a lock icon at this user, if you do?
Then the user is managed by the domain SS integration with your IDP (AD or else) So the user can only be disabled in Jira if its in the relating user directory.
If this user is an active copmany user, you probably can't do this.
This is a consequence of claiming your companies domain.
All users using trello with the domain email address will be listing in Atlassian Guard and seen as a user to be paid for.
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