Finding a customer's creation date

[Johnny Jenkins]

I want to be able to trawl through all our customers in JSM and find their creation date so that I can then assess if I want to inactivate them.

I'm currently using APIs where if a customer's oldest ticket, where they are the assignee or participant, is older than XXX days, then inactivate the account.

However, I don't want to inactivate accounts just because they have no history as they may have recently been added.

Is there a way I can do this through APIs or customer export?

[Marc -Devoteam-]

Hi @Johnny Jenkins 

There are no options for this in the API as well.

I have gon over the API; https://developer.atlassian.com/cloud/customer-service-management/rest/v1/api-group-customer/#api-group-customer and no options, unless you would have set a customer detail field (entitlement) based on date.

But this would have to be set, but this is also a manual action. I have not found a way to set this via automation.

This might be disable using a scheduled trigger and find customers where date detail field is empty (you have to create this field first and then branch over the users and set this value to todays date.

This could be a future solution to look into.

[Johnny Jenkins]

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[Chris Rogers]

@Johnny Jenkins if you're the organization administrator for your site, you can export a list of users from the Users directory in the Admin Hub (https://admin.atlassian.com).

In the export, it'll include a column for "Added to org," which shows when the user was added to the organization, as well as a last active date for each product.  I've used a combination of the two to conduct user activity audits and reduce licensing costs.

Hopefully that helps!

[Johnny Jenkins]

Thanks Chris,

I may be missing something, however just to confirm these are JSM Customer accounts, not generic JIRA user accounts - does this change that approach?

[Chris Rogers]

@Johnny Jenkins, I made the assumption that your customers were internal, but if that's not the case, you can also export the portal-only customers list by going to your site in org admin -> Jira Service Management -> Portal-only customers and exporting that list.

[Johnny Jenkins]

Thanks Chris, unfortunately that doesn't provide a datetime of when they were created