Problem

When running a User Sync, you receive an error message very similar to the one below:

Cause

This can happen when a user is deleted and created again with the same name on the identity provider side.
User Sync tries to create a new user and this fails, because the old one still exists in Jira, Confluence, Bamboo or Bitbucket.

Resolution

Method 1

Identify Users

• Download the failed users result first and open it
  
  
  
  

• search for the ATTR_ID value or for the term "exists already"
  
  

• this will eventually reveal the usernames that have been deleted and created again on your identity provider

• copy the username and proceed with the next step
  

  
  

Fixing the Error with a Single User Sync

• Click on Sync Single User of the connector that showed the errors and paste the name into the field

• enable the Advanced toggle
  

  

• enable the Sync With Username As Primary Attribute checkbox (1) and click Go (2)
  
  

  

• if everything went well you should now see 
  

  

If you now run another full sync the error should go away. Of course, you might need to repeat the above for all the other users affected.

Method 2

• Navigate to the User Sync configuration page, and click on Edit of the connector showing that error message

• Choose Provisioning Settings and scroll down to Attribute Mapping
  

provisioning_settings_connector

• In the Attribute Mappings section, temporarily change the primary attribute to Username (the default should always be <IdP-Type>_ID, i.e. azure_ID)

attribute_mapping_change

• Please switch to Sync Settings and scroll down to Scheduled Synchronization

scheduled_synchronization

• Temporarily disable the Scheduled Synchronization to ensure no sync runs while applying the fix. Just use the toggle switch to disable the scheduled synchronization.

toggle_switch_synchronization

• Save and Return the configuration

• Run a full sync

• Once it has been completed, revert the connector settings and switch back to the default <IdP-Type>_ID field as the primary attribute

• Enable the Scheduled Synchronization again

• Save the configuration

If the methods above don't solve the issue, please contact our support team and provide the following details/ files:

1. At your User Sync page, click on the History link for the connector in the Action column of the connector list

2. Find the last sync with errors and click on Details

3. Scroll down to the bottom of the page and click on Download results for all users

4. Head over to our support portal, open a ticket and attach the file downloaded