Symptoms

1. When trying to create or edit users and groups, the links to perform these actions are not available.
2. When trying to reset a user's password, the option is not available

Diagnosis

• Check the Jira application logs in the fileatlassian-jira.log. If the following appear in the logs during the start up, then Root Cause 1 might be relevant:

  jira.option.user.externalmanagement           : true
  

• If the Jira application is configured with External LDAP or Crowd Directories, then Root Cause 2 might be relevant
• If the issue started to happen after importing data from a Jira Cloud instance to a Jira Server/Data Center instance, then Root Cause 3 might be relevant

Cause

Root Cause 1

The External User Management option within General Configurations is set to ON

Root Cause 2

Jira is setup to use LDAP or Crowd for user management

Root Cause 3

A backup coming from Jira Cloud was imported into the the Jira Server/Data Center application, and something went wrong during the import, making the DB table cwd_directory_operation empty, and preventing Jira Admin Users from creating/editing any user and group.

For more information about this Root Cause, please refer to the KB article Some user management operations are not available in Jira Server/DC after restoring a Cloud backup.

Resolution

For Root Cause 1

Set External User Management option within General Configurations to OFF

For Root Cause 2

Manage groups in the external user management system that has been integrated with Jira.

For Root Cause 3

For the resolution steps, please refer to the KB article Some user management operations are not available in Jira Server/DC after restoring a Cloud backup.