JSM License Auditing accounts only using Operations features

[Gary Spross]

For license auditing, we export a users report and check the "Last Accessed" date. Any accounts that haven't accessed a particular app they're licensed to are up for revocation of that license.

With the migration of Opsgenie into JSM (as Operations), users who were previously only licensed to Opsgenie are now licensed to JSM. Many of these users are licensed simply to be placed onto on-call schedules. They never actually access the app. 

How can I go about determining if a user needs to retain their JSM license if they only have one for the ability to be included in on-call schedules? Is there anything in the users report that can be used to determine users who are in this scenario?

[Arkadiusz Wroblewski · Accepted solution]

Hello @Gary Spross 

Don't rely solely on the "Last accessed" date. Operations users often skip the browser UI entirely while remaining critical to on-call schedules, escalation policies, and routing rules. Dropping their licenses breaks your incident coverage.

Jira lacks a single report column to flag this. You need to cross-reference your user export with your Operations configurations manually or via the JSM Operations APIs. For staff only needing updates, use the license-free Stakeholder role on Premium/Enterprise.

Lastly, verify the licensing impact with Atlassian Support before finalizing any changes post-Opsgenie migration.

Best,

Arkadiusz 🤠☀️

[Gary Spross]

@Arkadiusz Wroblewski, thanks. I realize I can't rely solely on the "Last accessed" date for JSM with Opsgenie now migrated into Operations. As there is no other metric, within the user export, to be able to determine if an account is utilized within Operations, I was thinking I would need to go through the API.

The issue is that I can't identify what API call(s) would make sense to utilize to identify accounts being used for Operations functionality. Having to identify these accounts manually is pretty much out of the question. There are way to many teams/on-call schedules to navigate through for this to be a feasible option.

[Arkadiusz Wroblewski]

@Gary Spross 

Teams: GET /api/{cloudId}/v1/teams (then check .../teams/{teamId}/escalations and .../routing-rules)

Schedules: GET /api/{cloudId}/v1/schedules (then check .../schedules/{scheduleId}/rotations to extract user IDs)

GET /api/{cloudId}/v1/schedules/{scheduleId}/on-calls

Well you can only get that Endpoints info and then cross-reference and compare everything.

This example are ideal to "Poke" Atlassian Support.😉 (Sorry folks. I know you doing great Job but now you get next Ticket 😅)

Utilize money your company spending for licenses and let support do some digging 😅😉

Best,

Arkadiusz 🤠 

[Gary Spross]

Yeah, that's my next step. Just wanted to make sure I wasn't overlooking something obvious. Thanks for the assistance!

[Ash H_]

Hi @Gary Spross ,

I'm Ash from Appfire. 

If you are looking for a more streamlined way to visualize your user activity without manually digging through logs, Dashboard Hub for Jira can be a great help. Based on the public documentation, the app provides pre-built templates and a variety of gadgets specifically designed for Jira Service Management that can help you track user workload and activity levels across your service desks. You can use these gadgets to create a centralized "License Audit" dashboard that highlights which agents are actively engaging with tickets and which might only be touching specific operational workflows. This visual approach makes it much easier to spot trends in seat usage and ensures you are optimizing your JSM licenses based on actual team behavior rather than just total seat count.

Hope it helps, and best of luck,
Ash