Possibility to track individual JSM agent activity for license management?

[Sackmann, Elias]

Hi everyone,

We are using Jira Service Management (JSM) in our company and would like to optimize our license management. Is there a way to track the activity of individual JSM agents? Our goal is to identify low-activity users so we can free up unused licenses when necessary.

Specifically, I'm interested in:

• Reports or dashboards that show how active each agent has been over a specific period (tickets created/updated, comments, logins, etc.)
• Native options within JSM/Atlassian Cloud or useful Marketplace apps
• Experiences or best practices from other users for efficiently monitoring license usage

I would appreciate any hints, tips, or examples!

Thanks in advance,
Elias

[Valerie Knapp]

Hi @Sackmann, Elias , welcome to the Atlassian Community and thanks for your post.

I had a customer with a similar requirement.

One of our developers was able to write a job in ScriptRunner to go and check the groups and activity in admin.atlassian.com and then update a Confluence page with a report of who had been inactive for a certain period of time.

Then, I would go through the list manually checking if the user had been active or not to recover the licenses.

As far as I know, this is something that is possible to do but with scripting, not with anything out of the box in Atlassian.

Best wishes

[Sackmann, Elias]

Hi Valerie, thank you for your reply!

what you are describing is an approach that we are using too, except that we are not using ScriptRunner for this, but rather a manual CSV export. We then copy and paste user addresses into a predefined JQL query with wildcards, which is quite tedious.

Kind regards