Identifying inactive Jira Servie Management users

Question

Hi

What is the best way to identify if a user needs to be a Jira Service Management licensed user. Eg we have 200 and possible lots more JSM licensed users and would like to see, of those, who is active and for what specifically?

This is to both to cut the cost of JSM licenses but also to maining and optimize the Jira usage and the way it is used.

Looking forward to responses.

Thank you

Yatish

Yatish Madhav · Answer

Thanks a ton for the insight and that link. I will have a look.

Yeah, I thought it would take more internal homework rather than direct audit functionality out of the box from Jira :)

Thanks again

Bryce Lord · Answer

Hi @Yatish Madhav ,

The article provided below says that the Last Seen column shows the "The date the user was last active in this product workspace."

Export users from a site

From everything I've seen it sounds like it's the last date the user logged on and loaded a page within the product (I don't believe the portal view would be included in that, but I'm not positive).

As far as I'm aware Atlassian doesn't provide that level of detail for what individual users are specifically working on. You would need to query for work they've been assigned to or are a reporter of, or review the audit log.

Yatish Madhav · Answer

Hi @Bryce Lord  thanks for the reply. OK That would help and I have considered that ...

But I wonder what updates the Last seen in Jira Service Management date? Ie. is that when an JSM licensed user last accessed a ticket on the "agent view" or a portal view or worked on a ticket s/he is assigneed to?

Also if a JSM licensed user is assigned # number of JSM issues, and was inactive, can we assume that is just an internal business issue of why the user is not active or can we see more insight from Jira as to why the JSM 'activity' for the user has dropped?