User account is inactive in Jira but Active in AD
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
AD user is inactive in Jira but shown as active on the AD side.
Environment
v8.x, v9.x
Diagnosis
The user is active in the AD environment.
Results of the following query in JIRA DB return the active column set to 1:
1select * from cwd_user where user_name='<USERNAME>';The LDAP sync is working fine and only specific users are inactive in JIRA.
Cause
The user cache is not flushed.
Solution
Refresh the User's Cache
Restarting Jira will clear the user's cache and recreate it once the application is started again.
ℹ️ If you have a Data Center installation, all Nodes must be stopped and then started one by one, otherwise, the problematic cache can be replicated back to the starting Nodes.
💡 If restarting Jira is not a feasible option, you can try out an alternate workaround as below:
Create a new directory, and fill out the required fields. Click “Save and Test” to test the connection, and click again to save the config. (If it is not a valid directory configuration, Jira will not allow you to save it.)
After that disable the new directory then delete it without using it for anything.
The act of deleting a directory will cause related caches to be reset.
⚠️ As with any time that you are adjusting directory information, it is generally a good idea to have an administrator account in the local directory in case the LDAP directory your admins use to log in loses connection.
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