Customer User Administration | Invited Status and Activity Date

Question

Greetings.

We have a bed of ~600 customer users and in an attempt to administer dormant accounts we performed an audit suspending accounts with no activity (Activity Date) within 60-days and with a Status of "Invited" within https://admin.atlassian.com/.

The presumption was that these are accounts that have received the invitation but have not interacted with the platform since that last Activity Date.

We received reports from some of the customer accounts we suspended, that the activity date and the Status reflected in https://admin.atlassian.com/ do not reflect the status of their accounts. They are interacting with the portal to submit tickets under their account logins. Reading on the forums it would appear this should have flipped the accounts off of Invited status.

We've re-granted the access to move of the impacted users, however we now have a gap in platform administration. We still have a mass of customer accounts that appear to be inactive based on Status and Activity Date.

What is Activity Date measuring, what kicks an update to the https://admin.atlassian.com/ portal?

How do you (as JIRA Admins) accurately isolate customer user accounts with truly dormant activity?

Julia @ 55 Degrees · Answer

I have been trying to research where the Invited status is coming from when we don't send people invites to our portal.

I'm also trying to figure out if interacting with the JSM via email will show any activity. As we need to handle data retention based on activity, we need to know actual activity.

Richard White _TechTime_ · Answer

Hi Paul,

My experience is that neither invited status nor last activity works very well for JSM customers unfortunately.

If a portal only customer only verifies their email and responds to tickets via email they stay invited and never active indefinitely - I would not be surprised if its the same for users that interact with the portal only.

I would also be interested to hear if anyone has any solution that actually works - I can only think of solutions that seem way to complex - ie automation to add user attribute and then script to check user attribute.