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Suggestion
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Resolution: Unresolved
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9
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The first problem is that navigating to admin.atlassian.com and Directory » Users, in general, is confusing because the filter defaults to hiding any users that are suspended or deactivated. It is not totally obvious that the filter is doing this and it's unclear as to why a user cannot be located in the user list.
The second problem is that trying to invite an existing user to Jira via this page and "Invite users", will render an error if trying to invite an existing user that is suspended/deactivated, with:
We're unable to invite users
At least one user has an account that is deactivated or suspended. Only an organization admin can restore their access. If the account doesn't exist in your organization, contact support.
Instead of rendering this message and a link to Support, the link should be going to User Management and should have a filter that does not obscure deactivated/suspended users.
This is a common advice to alleviate the problem and a KB, but the more efficient method would be to make it clear exactly why the user cannot be invited:
Finding deactivated/suspended users is straightforward, and you should be able to reactivate this user by following the steps according to Enabling a deactivated account to provide site-access:
- Go to admin.atlassian.com > Directory
- Type the email address or the user's name you are looking for in the search box.
- Click Filters, and change the status from Active to Suspended.
- Suspended/Deactivated users should display.
- Click the Restore Access button if you want to reactivate a user.