Description:
Currently, the "Custom Access Request Message" feature (introduced to give admins control over the Jira/Confluence access screen) only triggers for users who are Active in the organization but lack product access.

Current Behavior:

• Active user without product access: The custom message appears as expected.

• Suspended user: A default system screen appears, bypassing the custom message.

• Deactivated user: The user is redirected to a generic SSO login failure screen and never reaches the custom message page.

Ask:
The customer manages thousands of users and uses "Deactivated" or "Suspended" statuses to manage license counts effectively. They require the custom message to be visible across all access-denied states (Active, Suspended, and Deactivated) so that users are provided with specific internal instructions on how to request reactivation or access, rather than seeing a generic system error.

Business Impact:
Without this, users are left confused by generic SSO errors, leading to increased support volume for the customer's internal helpdesk. It is not feasible for the customer to keep all users in an "Active" state just to display a custom message due to license seat limitations.

Reference:

• Community Article: Atlassian finally gives us control over Jira and Confluence access requests!