Unable to Create or Edit Users and Groups
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
Symptoms
When trying to create or edit users and groups, the links to perform these actions are not available.
When trying to reset a user's password, the option is not available
Diagnosis
Check the Jira application logs in the file
atlassian-jira.log. If the following appear in the logs during the start up, then Root Cause 1 might be relevant:1jira.option.user.externalmanagement : trueIf the Jira application is configured with External LDAP or Crowd Directories, then Root Cause 2 might be relevant
If the issue started to happen after importing data from a Jira Cloud instance to a Jira Server/Data Center instance, then Root Cause 3 might be relevant
Cause
Root Cause 1
The External User Management option within Configuring JIRA Options is set to ON
Root Cause 2
Jira is setup to use Connecting to an LDAP Directory or Connecting to Crowd or Another JIRA Server for User Management for user management
Root Cause 3
A backup coming from Jira Cloud was imported into the the Jira Server/Data Center application, and something went wrong during the import, making the DB table cwd_directory_operation empty, and preventing Jira Admin Users from creating/editing any user and group.
ℹ️ For more information about this Root Cause, please refer to the KB article Some user management operations are not available in Jira Server/DC after restoring a Cloud backup.
Resolution
For Root Cause 1
Set External User Management option within Configuring JIRA Options to OFF
For Root Cause 2
Manage groups in the external user management system that has been integrated with Jira.
For Root Cause 3
For the resolution steps, please refer to the KB article Some user management operations are not available in Jira Server/DC after restoring a Cloud backup.
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