User is signed in, but Jira shows that they never signed in

Question

I've invited a new user to join our team in a projet and despite being signed in, he can't be assigned to any story card. Searching different forums highlighted that this usually happens when the user has never signed in yet. I've checked in the admin panel and it is written that he has "never signed in". After talking back and forth we sat together and signed him in on my computer. I'm literally in his account and it still says he never signed in... We tried setting him up again with a different account and we are running in the exact same issue...

He has access to seeing the project, which only a signed-in account in our organization can access.

At this point, I'm stumped..

Maryse Ranger-Guénette · Answer

Hi @Andy Heinzer

We have other external collaborators working with us in other boards without problem. We double checked that setup is the same and from what we can see, it is. I've created the first account on July 19 and the second one on July 20. Five days later, I still see that he has never signed in so still can't have him work with us in our board.

It's for a project in Jira software

Andy Heinzer · Answer

Hi Maryse,

I have seen this similar complaint in the past.  The user last login time only applies to licensed users when then login to the site.  This poses a situation where unlicensed Jira Service Management users (users in the customer role) don't get counted in this page, even when they are able to login (but only via the customer portal). The reasoning behind this was that this user management page is only ever expected to display information about licensed users.

Another problem is that this page doesn't update instantly.  It can take several hours for it to show an updated timestamp of the last activity, but again, that is only for licensed users.

Can you let me know more about which user account this is for?  I'd also be interested to learn what kind of project this is? (JIra Software, Jira Service Management, etc)  The project type can sometimes bring additional complexities to determine what level of access the account has.

If this is insufficient to resolve this, then perhaps creating a support case might be a better way for our support teams to investigate the details of your environment here.

Andy