Users showing Inactive

[jason.heaney]

Hello,  We started noticing more users accounts are showing "inactive".  The users are still with the company and have not been removed from the systems.  I went in and switched one user back to active. Then shortly after jira switched it back to inactive.  We have Okta and no LDAP/AD for user management.  I am new to Jira and need some help with this please. Checked the forums but doesn't seem to be a fix for this scenario. 

[jason.heaney]

@ Martin Bayer  all it shows there is I went in and activated the user. Then manually ran the sync and then Jira set the user to inactive. 

[jason.heaney]

[Ed Letifov _TechTime - New Zealand_]

Hello, @jason.heaney 

You said this:

"Then manually ran the sync and then Jira set the user to inactive."

If you don't have LDAP connection and OKTA is not doing user provisioning/management – what is this "sync" that you have run?

[jason.heaney]

Hello @Ed Letifov _TechTime - New Zealand_ 

 It looks like Okta is doing the provisioning via API.  I just created a new API token in Okta and entered it in the existing connector in Jira under the User Sync configuration. But that seems to not have fixed the issue. I found a band aide for the issue. By changed the cleanup behavior setting from disable accounts to Do nothing. So I am not sure whats causing this if the users account in Okta are active

[Martin Bayer _MoroSystems_ s_r_o__]

Hi @jason.heaney can you check audit log? It might give you more details about deactivating user

https://confluence.atlassian.com/adminjiraserver/auditing-in-jira-938847740.html

[Martin Bayer _MoroSystems_ s_r_o__]

@jason.heaney aren't you exceeding your user tier?

[jason.heaney]

Good question..  How do I check that? Sorry, I am very new to Jira. 

[jason.heaney]

I checked under Applications->versions and licenses and no banner is there saying we are exceeding the user licenses. 

[jason.heaney]

@Martin Bayer _MoroSystems_ s_r_o__  Is that where I check if we are exceeding our user tier? Or is there another place?

Please advise. Thank you

[Martin Bayer _MoroSystems_ s_r_o__]

HI @jason.heaney , I'm just checking on Jira 7 and it looks like:

So I can see what is the consumption of the licences...

[jason.heaney]

Hello @Martin Bayer _MoroSystems_ s_r_o__ 

That is where I looked and it shows unlimited users (397 used). I don't think this could be the issue then, right?

[Martin Bayer _MoroSystems_ s_r_o__]

Hi @jason.heaney , no than it should not be the issue. I have another idea. Did you try to check the log files? There can be some log message which says what process deactivated the user...

[jason.heaney]

@Martin Bayer _MoroSystems_ s_r_o__ How do I access these log files via the Admin portal?

[Martin Bayer _MoroSystems_ s_r_o__]

@jason.heaney you need to acces the server. Log files are stored based on the environment configuration but most of the time its configuration is default

https://confluence.atlassian.com/adminjiraserver/important-directories-and-files-938847744.html#:~:text=The%20actual%20log%20files%20generated,found%20under%20the%20logs%20directory.

-> Jira home directory -> Important subdirectories -> log

[jason.heaney]

Thank you Martin. I will contact Contegix to pull the jira application log file for me

[jason.heaney]

@Martin Bayer _MoroSystems_ s_r_o__ 

I have received the log files but I'm not sure what to search for to see why the users are switched from active to inactive. 

I tried searching by:

• users first name/last name
• inactive
• deactivated

nothing comes up

The user list csv file they sent me too, which shows last login,  show that the users with this issue have logged in recently. 

[Martin Bayer _MoroSystems_ s_r_o__]

Hi @jason.heaney I would try to check the log files record in the time the user was deactivated. You can see the date&time of the user's deactivation in the audit log. Can you check it, please?

[jason.heaney]

Hello @Martin Bayer _MoroSystems_ s_r_o__ I will have Contegix check that for us and report back..  Thank you

[jason.heaney]

Hello @Martin Bayer _MoroSystems_ s_r_o__ . Our server host for Jira, Contegix, isn't finding any issues with the configuration or finding anything unusual within the log files. They said it may be a problem with Okta. However, Okta is only providing the SSO and provisioning is not enabled. So Okta isn't managing the Jira accounts. So I am not sure where to go with this now and our list of people affected is slowly growing. This is so frustrating

[Martin Bayer _MoroSystems_ s_r_o__]

Hi @jason.heaney I guess you should contact Atlassian support if you have active maintenance subscription. It is really difficult to analyze something like that without access to the log files

[jason.heaney]

Thank you Martin but our support contract has ended with Jira support. Thus why I am here hoping someone else had this issue and a resolution. 

I do appreciate your time and feedback with this. 

Thank you