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Users showing Inactive

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. 

2 answers

@ 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. 

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

@jason_heaney aren't you exceeding your user tier?

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

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

@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

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

Screen Shot 2022-09-12 at 8.44.57.png

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

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?

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...

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

@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,found%20under%20the%20logs%20directory.

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


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

@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. 

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?

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

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