Removing Users

This guide provides administrators with the necessary steps to manage users who are no longer needed within Issuetrak.

Whether a user has left the company and you need to prevent issues from being assigned to them, or you simply want to clean up your available Submitters, there comes a time when you need to determine what to do once a user is no longer needed.

There are three options for restricting or removing a user's access. They are presented below from least to most drastic — deleting a user should always be treated as a last resort.

1. Remove "Can Log in" Permission

The user is still "Active" but cannot log into the site.

• User authentication is only stored for “Issuetrak”-authenticated users. Removing "Can Log In" still allows them to send and receive emails to the site, but they cannot log in to view issue data or submit issues directly.
• Identity Management users (LDAP, Entra, OIDC, etc): if removed from the group(s) that allow site login, they remain “Active” in Issuetrak and can send/receive emails, but cannot log in.

• Users in this state are still available to select in role fields such as Submitter or Task Assignee, and continue to receive notifications — only login is blocked.

Steps:

1. Locate and edit the user in question.
2. Beneath the user's Display Name, locate the checkboxes and uncheck "Can Log In".
3. Click Update to save the change.

2. Mark the user as Inactive

• Issue history retains the user's name for fields like Submitter, Task Assignee, and Notes — no data is replaced or lost.
• Inactive users are removed from dropdowns for roles such as Task Assignee or Submitter on new issues.
• No automation or notifications are processed for the user. If part of a Round Robin Assignments group, they are skipped.
• Reports can still pull and display the user's specific details.
• Inactive users who are Agents release their Agent license; the license is reclaimed if they're reactivated.
• The account retains all back-end settings and history, so reactivation is straightforward.

Steps:

1. Locate and edit the user in question.
2. Beneath the user's Display Name, locate the checkboxes and uncheck "Active".
3. Click Update to save the change.

3. Delete the User

• Deleting a user permanently removes their associated data from the database.
• Deletion does not prevent the account from being recreated, depending on settings such as Identity Management imports or automatic account creation on email receipt.
• All references to the user across issues (Submitter, Task Assignee, Notes) are replaced with [Deleted User]. For example, a note they added remains on the issue but now shows [Deleted User] instead of their name.
• Reports will no longer be able to specifically target or report on the user.
• Deleting a user releases their Agent license, as the user no longer exists in the system.

Steps:

1. Locate the user in question.
2. Click the trashcan icon to the left of the user's UserID to delete them.
3. Alternatively, from the user's profile screen, select Delete from the right-hand menu.
4. On the confirmation screen, click OK to complete the deletion.

Key Notes

1. Deleted users are permanently removed from the database; any reference to them is replaced with [Deleted User].
2. Inactivated users remain in the database, so reports can continue to pull their data, while login and field selection on issues are prevented.
3. Inactivated users release any Agent licenses they hold, but reclaim them if reactivated.
4. Agent users who lack the “Can log in” permission still count toward the active Agent total.