Licence use count not matching number of users

[sc]

Dear all,

We have an AD group which is based on 20 users with right access for Service Desk, but actually when I go to the Application tab and check the licence information it is mentionned that I have 50 users used.

But when I click on the 50 used link, I get to the list of users which is 20.

In addition to that if I run the following query to get user as Service Desk licence, it return only 25 users :

SELECT DISTINCT u.lower_user_name
FROM jiraschema.cwd_user u
JOIN jiraschema.cwd_membership m
ON u.id = m.child_id
AND u.directory_id = m.directory_id
JOIN jiraschema.licenserolesgroup lrg
ON Lower(m.parent_name) = Lower(lrg.group_id)
JOIN jiraschema.cwd_directory d
ON m.directory_id = d.id
WHERE d.active = '1'
AND u.active = '1'
AND license_role_name = 'jira-servicedesk';

How to get this Licence user count matching ?

Thanks for help

regards

[Angélica Luz · Accepted solution]

Hi sc,

I saw that you created a ticket with our support related to the same question and they are already helping you, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may face the same issue.

Regards,
Angélica

[sc]

Hello,

Issue is solved by using the following trouble shooting steps:

https://confluence.atlassian.com/jirakb/troubleshooting-jira-service-desk-license-issues-962965344.html

Regards