Find users who doesn't use their JSM agent license

Mattias Kallvi

Is there a way to find users who holds a JSM agent license but does not use it? I can't look at the last login details on the user since most of my JSM agents also holds a Jira licence. I can't find any standard report. I guess one way of doing it is to check each user to see if they have updated a JSM ticket in which they are not the reporter. Not something I want to do each month :-) If it can't be done from JSM/Jira, would it be possible to query it from the database? Any help on this would be most appreciated.

Arkadiusz Wroblewski

Hello @Mattias Kallvi 

For JSM Server and Data Center, the Cloud "last active per product" API does not apply. While identifying who holds an agent license via application access groups is easy, tracking specific JSM utilization is difficult because Jira's native "Last Login" metric is global and cannot differentiate between JSM and Jira Software activity.

To approximate actual usage, you must look for direct activity in JSM projects such as comments, transitions, or worklogs by auditing issue history or querying the database `changegroup` tables. Keep in mind this is only an estimate, as agents who simply monitor queues or SLAs without updating tickets won't leave a footprint. I recommend running these queries on a read-only replica and validating the results with team leads before revoking any licenses.

How to retrieve issue change history from database in Jira | Jira and Jira Service Management | Atlassian Support

Database – Change history

Best,

Arkadiusz 🤠