User Last Active and Status not updated for JSM customers with Atlassian Account

Summary

Occasionally, the Last Active or Status information on the User Management area (<sitename>.atlassian.net/users) is not updated for Jira Service Management Customers with an Atlassian Account, despite users having logged in through the customer portal and raised requests.

Solution

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 into the instance directly.

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