JIRA Randomly Deleting/Disabling Users
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
Somehow, some users unable to login anymore and JIRA appears to be deleting the users or setting it to Inactive(Disabled) when searching for the user in JIRA Administration Page > User Management > Users.
Diagnosis
Environment
JIRA is integrated with OpenLDAP
Diagnostic Steps
Navigate to JIRA Administration Page > System > System Support > Audit Log and check if a set of users coming from the OpenLDAP directory is deleted/disabled at the same time.
Check in the
atlassian-jira.logto see how many users that JIRA is syncing/importing from the OpenLDAP.
1
2018-09-27 08:34:43,291 Caesium-1-4 INFO ServiceRunner [c.a.c.d.ldap.cache.RemoteDirectoryCacheRefresher] found [ 500 ] remote users in [ 42 ms ]Confirm with the OpenLDAP Administrator that the amount of users inside the configured Base DN in JIRA is more than what JIRA is syncing. For example from above, there is actually more than 500 Users.
Cause
JIRA unable to sync more users due to the sizelimit/olcSizeLimit configured on OpenLDAP side. For example, the default limit is 500 for Client.
Solution
Resolution
Work with the OpenLDAP Administrator to increase the sizelimit/olcSizeLimit in order for JIRA to retrieve more users. The settings could be in either of the two configuration files below:
"slapd.conf" with its sizelimit
"/etc/ldap/slapd.d/cn=config.ldif" with its olcSizeLimit.
LDIF example:
1 2 3 4 5 6 7cat > sizelimit.ldif dn: cn=config changetype: modify replace: olcSizeLimit olcSizeLimit: 10000 ldapmodify -Q -Y EXTERNAL -H ldapi:/// -f sizelimit.ldif
Resource:
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See
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