PagerDuty Deprovisioning Error "Error while deactivating user: null (0): The user cannot be deleted as they have 1 incident."
Last Updated:
Okta Integration Network
Okta Classic Engine
Okta Identity Engine
Overview
PagerDuty deprovisioning flow fails with the following error visible in the Okta dashboard:
An error occurred while deprovisioning this account from the app.
Error while deactivating user [user]: null (0): The user cannot be deleted as they have 1 incident. Please resolve the following incident to continue
Applies To
- PagerDuty
- Provisioning
- Error
Cause
In PagerDuty, the User Offboarding settings (found in Configuration > Account Settings > User Offboarding) are set to Fail the removal of any user with assigned incidents. PagerDuty users cannot be deleted from Okta, and de-provisioning will fail with this error.
Solution
- Refer to this PagerDuty Okta SSO Integration Guide.
- NOTE: If an account has the offboarding feature, to delete PagerDuty users via Okta, the User Offboarding settings must be in place. (found in Configuration > Account Settings > User Offboarding) set to Automatically restart incidents on their escalation policy.
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- If this is set to Fail the removal of any user with assigned incidents, it will not be possible to delete users via Okta.
- Log in to the PagerDuty account as an Administrator. Navigate to Account Settings > User Offboarding and set it to Automatically restart incidents on their escalation policy.
- Afterward, attempt to deprovision the user again. Go to Okta Admin Console and navigate to Dashboard > Tasks. Any failed deprovisioning tasks should appear under Tasks.
- After identifying the failed task for the user that should be retried, click Retry Selected.
