How to set an inactive user as active - on-premises Jira

[James Keyte]

We've come across a strange issue where exactly two users are showing as 'inactive' via User Management in Jira. The accounts have never been disabled in AD and have never had a successful login on Jira - other services work fine

It's worth mentioning that these users require access on the customer side, they are not service desk / helpdesk members so do not require Application access to view projects and queues. They just need to log tickets.

We create a handful of accounts on a monthly basis and all have successfully sync'd apart from these two users...

- Users are active in AD

- We use a MS AD directory sync - triggers everyday around midnight

- The two users are successfully added to the correct group in Jira

- We've tried disabling the users in AD, waited for the next directory sync, then re-enabled the users in the AD, waited for the sync again - no changes

- Checked the database via SQL Server, opened table 'cwd_users' and set the affected users to active=1 - forced directory sync and waited a day, no changes

Is there anything else we can try? Any advise would be greatly appreciated!

[James Keyte · Accepted solution]

Solved - just asked the user to login with their username and password on the customer portal after applying the database change (see above)