The Last Active and Status columns are not being updated for Jira Service Management customers with an Atlassian Account

Summary

Occasionally, the Last Active and Status information on the User Management page is not updated for Jira Service Management Customers with an Atlassian Account, despite users having logged in through the customer portal and created tickets in Jira Service Management project.

In these cases, we will see the following information:

Solution

On the Users page:

When accessing the user's account:

In this scenario, it indicates that the user has never logged into the instance directly.

Basically, 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.

We have some feature requests about this case:

• JSDCLOUD-10148 - Enable "Last seen on" activity for Atlassian accounts with only site access(JSM customers)

• JSDCLOUD-9979 - Last Activity date not updated for users with only site access (JSM customers)

• ID-8375 - Resend invite button should no longer be displayed if user has logged into the JSM portal