Could not add the following entity to the directory [ Crowd Internal Directory ] : <Username>
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
Problem
After a incremental or full synchronization is run, the following appears in the atlassian-jira.log
2019-02-06 12:45:23,893 Caesium-1-4 WARN ServiceRunner[c.a.crowd.directory.DbCachingRemoteChangeOperations] Could not add the following entity to the directory [ Crowd Internal Directory ]: <username>Diagnosis
Environment
This can happen in any environment that synchronizes to LDAP or Active directory. The message says "Crowd Internal Directory" since its not able to add to the cwd_* tables in Jira.
Diagnostic Steps
Set the logging to the following package to TRACE from Administration - > System - > Logging and Profiling - > Package name (com.atlassian.crowd.directory) - > Set it to TRACE
Cause
It was noticed from the debug logging that the same username was identified by two different DN in the same Active Directory, causing the users to be retrieved twice. This can be seen from the log as follows. So when the users are added for the next dn, it gives the warning message.
Directory Sync
2019-02-19 09:59:14,504 Caesium-1-2 TRACE ServiceRunner [c.a.c.d.ldap.mapper.UserContextMapper] Created user <com.atlassian.crowd.model.user.LDAPUserWithAttributes@157ec5[dn=cn=svenkata@us.atlas.com,ou=people,dc=wsc,dc=atlas,dc=com,directoryId=10000,name=svenkata@us.atlas.com,active=true,emailAddress=svenkata@us.atlas.com,firstName=shri,lastName=venkat,displayName=shri venkata,externalId=7c536fef-13f6-427d-b55b-b08226b2d0cd,attributes={}]> from DN <cn=svenkata@us.atlas.com,ou=people,dc=wsc,dc=atlas,dc=com>
2019-02-19 09:59:14,536 Caesium-1-2 TRACE ServiceRunner [c.a.c.d.ldap.mapper.UserContextMapper] Created user <com.atlassian.crowd.model.user.LDAPUserWithAttributes@157ec5[dn=cn=svenkata@us.atlas.com,ou=people,dc=wsc,dc=atlas,dc=com,directoryId=10000,name=svenkata@us.atlas.com,active=true,emailAddress=svenkata@us.atlas.com,firstName=shri,lastName=venkat,displayName=shri venkata,externalId=7c536fef-13f6-427d-b55b-b08226b2d0cd,attributes={}]> from DN <uid=svenkata@us.ibm.com,ou=people,dc=wsc,dc=atlas,dc=com>Solution
Resolution
Verify if the Active Directory has multiple domain names by which the users are identified from in the same directory. Remove duplicate entries in the active directory for the same user.
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