Identifying inactive Jira Servie Management users

[Yatish Madhav]

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

[Bryce Lord]

Hi @Yatish Madhav ,

Under the Atlassian Admin Settings > User Management > Users Directory you can select the ellipses > "export users".

This will provide a .csv file with a column titled "Last seen in Jira Service Management" which shows the last date the user accessed that product.

This should help inform your decision about who is still actively using JSM and who probably doesn't need a license.

Hope that helps!

[Yatish Madhav]

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?

[Bryce Lord]

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]

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