Why are accounts of new users locked?

[dmitriiliahov]

New users are blocked, no actions can be performed on the account, what is the problem?

[Stephen Wright _Elabor8_]

Hi @dmitriiliahov 

Might need some further information on this one...

• Can other existing users do things, or is everyone locked?
• What are the users experiencing? Can they login, or are they unable to?
• If no, what error do they get?
• Have you provided them a license to that product? You can invite a user to a site and give them no product access, which will seem very restrictive
• Have you checked the Project Permissions on your Jira instance - to see if Projects have restricted access, meaning these users cannot view/edit issues?

If none of these prompts help, a screenshot of their experience would be beneficial :)

I'd also raise a request for assistance with Atlassian Support: https://support.atlassian.com/

Ste

[dmitriiliahov]

thank you very much, I’ll send you screenshots, what’s the problem, they can’t write comments to users in issues in Jira

[Stephen Wright _Elabor8_]

Hi @dmitriiliahov 

It does sound like it could be a Project Permissions issue - I'd do the following as an initial check.

It'd be easiest to do this as a Product Admin.

---

Company-managed Project

• Go to Settings (cog icon in top-right) > Projects
• Locate a Project in the list users cannot comment on
• Press the breadcrumbs (...) alongside the name, and select Project Settings
• From the left-hand menu, select Permissions
• Check how users receive comment access - it could be a Project Role, Group, etc
• Check if the users have that access - eg.
  • Project Role: Go to People on the left-hand menu, and confirm if the users are assigned to an appropriate Project Role
  • Group: Go to User Management, and check users are in the appropriate Group

If the users do not have the appropriate access, fix it. If the permission scheme does not allow comments, you could also rectify that.

See more on how to manage Project Permissions here, and information on what each permission does on this page.

---

Team-managed Project

• Go to Settings (cog icon in top-right) > Projects
• Locate a Project in the list users cannot comment on
• Press the breadcrumbs (...) alongside the name, and select Project Settings
• Select Access from the left-hand menu
• Next, click Manage Roles in the upper-right corner
  • If the roles are Administrator, Member and Viewer, go to the next step
  • If there's a custom role, click into it to see if it allows commenting
• Check if the users have access to one of the roles on this screen - if not, they likely can't comment

Similar to the above, if a user needs a role, fix it and see if this helps.

See more information on this help page for adding users to roles, and detail on permissions/roles here.

---

Let us know if this helps rectify the issue!

If not, let us know - there's no guarantee this is the problem (eg. all users might have comment access in your instance), but it's a good starting check :)

Ste

[dmitriiliahov]

[dmitriiliahov]

when adding users to an organization, it does not recognize users in comments, it simply does not see them

[dmitriiliahov]

I wrote to support that something is wrong with Atlassian

[Stephen Wright _Elabor8_]

It could be that, although it's more likely a setting you need to modify.

Let us know what Support says!

Ste