JSM Portal Customers Showing As Never Logged In

[Kyle Ouellette]

We've frequently seen that the "Last active" date in the "Portal Customers" page is inaccurate, so much so that we've had a user file multiple requests via the portal over the course of the past few months, yet their "Last active" shows as "Never logged in".

Can someone help me understand how the "Last active" date is determined and why it may be inaccurate? Am I misinterpreting what this field is supposed to represent or could this be a bug?

Thanks,
Kyle

[Pramodh M · Accepted solution]

Hi @Kyle Ouellette 

I did test it myself, and this is obsolete

https://jira.atlassian.com/browse/JSDCLOUD-9979

It's in progress, feel free to vote on the issue

Thanks

[Kyle Ouellette]

Hi @Pramodh M

Thanks for the insight on this. Without this, is there another way I can confirm if customers I've added to the project have completed sign-up and accessed the portal? From what we've seen, all portal customers show a status of "Active" regardless of whether they have completed the sign-up or not. Without being able to rely on the "last active" and "status" fields, I don't see a way to monitor this.

If there's another place we can find this info, I'd appreciate being pointed to the docs that provide details of it.

Thanks,
Kyle

[Pramodh M]

@Kyle Ouellette                        

While I checked with available APIs in JSM, it doesn't necessarily give the data whether the user is active or inactive.

I will keep updated on this tab if anything comes up for sure!!