User Last Active and Status not updated for JSM customers with Atlassian Account
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Occasionally, the Last Active or Status information in the User Management area (<sitename>.atlassian.net/users) is not updated for Jira Service Management Customers with an Atlassian Account, even after users have logged in through the customer portal and raised requests.
Solution
Why this is expected behaviour
This is working as designed, not a bug. The Last Active and Status columns in User Management (<sitename>.atlassian.net/users) only track internal product access by licensed users. A Jira Service Management customer who only logs in to the Help Center/customer portal will never update these columns, because portal logins are not recorded as site product activity.
Last Activity is not logged for access to the JSM portal
The activity tracked in the user management area applies to internal access, for licensed users, to products on the site. If the user only logged in and interacted with the JSM help center, it is expected that it won't be tracked in the site's admin area.
The lack of tracking of the user's last activity indicates that the user has not logged in directly to the instance.
This information will only be available for users who have product access (a paid subscription) and use the product from the internal UI.
Internal customers with an Atlassian account and assigned to the "Jira Service Management - Customer" role will log in like any other user. However, as they don't have a license, they are redirected to the customer portal. As a result, their login activity is not recorded in the Last Active column, and consequently, their Status remains unchanged since this data is not fetched.
How to confirm the customer is actually active
Because portal activity is not surfaced in User Management, verify customer engagement using signals that are recorded instead:
Requests raised — Check the service project for requests reported by the customer (visible under the issues they raised).
Comments added — Look for comments the customer has left on their own requests.
Notification/email delivery logs — If you need to confirm the customer received portal correspondence, review the email delivery logs for that user.
If the customer also holds a paid license and logs in to the product UI directly, their Last Active will update.
Tracked feature requests
The following are open feature requests on the Atlassian issue tracker — these are not fixes or workarounds, but tracked requests for future improvement:
Enable "Last seen on" activity for Atlassian accounts with only site access (JSM customers)
Last Activity date not updated for users with only site access
Resend invite button should no longer be displayed once a user has logged into the JSM portal
Vote on these requests to register interest — Atlassian prioritizes by demand.
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