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Why do we have so many Users created?

Troy Kenah

We have a (Non-profit) community license for Jira Software and Jira Service Management and are in the process of planning a migration to the cloud.

We don't have a lot of users, probably 10 active out of 100 users we've had in the past few years.

We use Service Manager to manage correspondence/support etc from donors.

When I look at our "About Your Product" it shows the following. I'm assuming the high number of users has something to do with customers being created in Service Manager?

I'm just wondering what is going to happen when we attempt to migrate to the cloud, and how to avoid these users requiring licenses.

5 Groups
8333 Users
6829 Customers
35 Projects
29904 Issues
3 GB Attachments
0 Boards
15 Filters
2 Apps

All advice welcome.

Troy.

Accepted answers

Rebekka Heilmann (viadee)

Hi @Troy Kenah

can you check under Versions & licenses?

Screenshot 2024-03-18 162352.png

What does it say for each product?

Screenshot 2024-03-18 162438.png

How do you register your customers? Are they added by you or can they create an account themselves?

Is your Jira connected to a central user directory?

Under "Application access" you can see which groups will grant Product access and you can check what users are in which group.

All comments

Mark Higgins

Hi Troy,

If , when you look under Product you should see your Plan and then users.

If that number says 8333 then that would be your User count if/when you go to cloud.

The fact that you say that you only have 10 agents, of 100 users( which I assume is the number of people in your company) suggests that your customers are ending up in your users group.

On the Products page, next to Jira service management, click on Manage Product.

In cloud this shows you the 'roles that each of your groups has.

You can have 'users' in multile groups.

In this section, there is a 'Default Group', so when people are added, they end up in a default group.

I suspect that your User group is the default, hence the large number.

Mark

Troy Kenah

Hi Mark, thanks for the information, I suspect you are correct - all our customers are getting added to the default group.

Our Jira instance is not a cloud instance, but server - so I'm struggling a little trying to figure out:

1. How to change the default

2. How to bulk-change users (in preparation for migrating to the cloud).

Troy.

Troy Kenah

Hi all,

Okay, I'm really stuck with this one.

I was going to bulk change users, removing them from my User group, however, I'm stuck.

I attempted to download a user/group export using MySQL (to then run a python script to remove them from the group) but our AWS MySql instance doesn't allow the FILE option to export data.

Are there any freelancers/consultants that might be able to help with this process?

Troy.

Troy Kenah

Hi Mark,

While this answer may be of use to cloud based services, it doesn't help me with my server based Jira, so I can't mark it as an accepted answer.

Rebekka Heilmann (viadee)

Hi @Troy Kenah

can you check under Versions & licenses?

Screenshot 2024-03-18 162352.png

What does it say for each product?

Screenshot 2024-03-18 162438.png

How do you register your customers? Are they added by you or can they create an account themselves?

Is your Jira connected to a central user directory?

Under "Application access" you can see which groups will grant Product access and you can check what users are in which group.

Troy Kenah

Hi Rebekka, we have found the issue - our API that connects from our website was creating a user as well as a service desk user. I don't know why our previous developers did this. The problem now is trying to bulk delete them from our JIRA database.

Rebekka Heilmann (viadee)

Hi @Troy Kenah
I suggest deleting them in the UI (manual effort) or per API. Deleting them from the User table will not delete them everywhere and the user object is referenced in quite a lot of tables.

Troy Kenah

Thanks Rebekka, unfortunately manually deleting over 8,000 users is not an option. I might need to see if I can find a contractor who might be able to assist with this. Any tips on where to look would be helpful :-)

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