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  1. Identity
  2. ID-7851

Unable to impersonate Jira Service Management user, getting "You cannot log in as a user that has never accessed this site"

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    • Icon: Bug Bug
    • Resolution: Not a bug
    • Icon: Low Low
    • User - Impersonate
    • None

      Issue Summary

      User status still displays No Activity even after the user already logged in to the instance. When open their profile , it show Never seen on this site{}
      User has logged in and accessed the product Jira Service Management

       h3. Steps to Reproduce

      1. As site-admin , invite a user
      2. Go to the user email inbox, he should receive invitation email from JIRA
      3. Complete the registration and login to the instance.
      4. Create an issue or view any issue

      Expected Results

      User status from User Management page doesn't show "No Activity" and in the profile updated with Last Seen information

      Actual Results

      User status from User Management page show "No Activity" and in the profile show "Never seen on this site"

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

            [ID-7851] Unable to impersonate Jira Service Management user, getting "You cannot log in as a user that has never accessed this site"

            Oleksandr Borniak added a comment -

            Please add a link to the documentation. 

            Oleksandr Borniak added a comment - Please add a link to the documentation. 

            Kieren (Inactive) added a comment -

            This is working as intended, it's not a bug.

            The user in question has used the JSM Portal. The JSM Portal usage is linked to Customer Accounts (which are specific to a JSM instance, and not visible in the AdminHub user list), and Atlassian Account without JSM product access.

            The impersonation feature for JSM is only available for Atlassian Account with JSM product access, and is not available to be used with the JSM Portal.

            We'll add a ticket to our backlog to update our documentation to make this clear.

            Closing this ticket.

            Kieren (Inactive) added a comment - This is working as intended, it's not a bug. The user in question has used the JSM Portal. The JSM Portal usage is linked to Customer Accounts (which are specific to a JSM instance, and not visible in the AdminHub user list), and Atlassian Account without JSM product access. The impersonation feature for JSM is only available for Atlassian Account with JSM product access, and is not available to be used with the JSM Portal. We'll add a ticket to our backlog to update our documentation to make this clear. Closing this ticket.

              kdight Kieren (Inactive)
              8ee2d1e0f6b6 Shamanth Holla (Inactive)
              Affected customers:
              3 This affects my team
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: