Azure DevOps identity mapping issue

Because the user was already removed and re-added but Azure DevOps still rejects the identity in both Closed By and Assigned To, submit an Azure DevOps support request to remove or merge the stale identity mapping rather than repeating the remove/re-add cycle.

Azure DevOps synchronizes identity fields—including Assigned To and Closed By—with Microsoft Entra ID or Active Directory, so the failure across both fields points to identity resolution rather than a Task workflow rule.^1^

Collect evidence before escalation

An organization owner or Project Collection Administrator should record:

1. Organization settings → Users
   • Search by the user's display name and complete UPN.
   • Record whether one or multiple entries appear.
   • Open the user and capture the displayed UPN, access level, and project memberships.
2. Assigned To picker
   • Open a new Task and search using both the display name and UPN.
   • Record whether duplicate entries appear or whether selecting the current entry produces the same validation error.
3. Microsoft Entra ID
   • Record the current user's Object ID and UPN.
   • Determine whether the original identity was deleted and recreated. A newly created Entra user is a different identity even when it has the same email address; Microsoft recommends restoring a deleted user instead of creating another account with the same address.^2^
4. Failure details
   • Include one affected work-item URL or ID.
   • Include the full error text and approximate timestamp.
   • State that the error also occurs on a newly created Task and when other users assign work to this person.
   • Do not include credentials, tokens, or unnecessary personal information.

Request the specific backend action

Open an Azure DevOps support request and ask Microsoft to:

• inspect the organization’s identity records for duplicate or stale descriptors associated with the user;
• map the active Azure DevOps identity to the current Entra Object ID;
• remove or merge any obsolete identity entry;
• refresh the identity-field mapping used by Assigned To and Closed By.

A closely matching Azure DevOps case involving duplicate/stale identities was resolved by associating the user with the valid Entra Object ID.^3^ Microsoft directs blocked users to Contact Support and product defects to Developer Community.^4^

If the change was very recent

Microsoft Entra changes can take up to one hour to become visible in Azure DevOps.^2^ That does not explain a problem persisting for days after a completed remove/re-add operation. Microsoft also says delayed additions or deletions in Azure DevOps lists and groups should be reported through Developer Community for investigation.^5^

Do not delete or customize Closed By as a workaround. It is an identity field participating in directory synchronization, and changing work-item fields would not repair the underlying user mapping.^1^

References

1. About work items and work item types
2. Access via Microsoft Entra FAQs
3. Stale Azure DevOps identity causing duplicate identities and login loop after domain federation - Microsoft Q&A
4. Get support and provide feedback
5. User and permissions management FAQs