Possibility to track individual JSM agent activity for license management?

Question

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

Elias Sackmann · Answer

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

Valerie Knapp_gp7rpj · Answer

Hi @Elias Sackmann , 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