Problem Description

The "Last seen in Jira Service Management" field in Site Administration does not update when a licensed agent views issues, queues, or projects without performing a write action (comment, transition, update, etc.). There is currently no native way to distinguish a "view-only active" agent from a truly inactive one.

Since accessing the JSM backend (viewing issues, queues, or project settings) requires an active agent license, any view activity inherently proves the agent is actively using their seat. However, the current implementation only tracks MAU events tied to "meaningful engagement" (dwelling on a specific issue for 2–4 seconds or performing a write action), which means agents who primarily monitor, triage visually, or review tickets without interacting are reported as "inactive."

This creates a significant gap for administrators trying to identify truly unused agent licenses for cleanup or cost optimization. Relying on "Last seen" alone risks revoking licenses from agents who are genuinely using JSM in a read-heavy capacity.

Suggested Resolution

1. Expand the "Last seen" tracking to include any authenticated session activity within JSM — including viewing issues, queues, dashboards, and project settings — not just write actions or prolonged dwell time on a single issue.
2. Alternatively, provide a separate admin report or field (e.g., "Last accessed JSM") that captures the last time an agent's session accessed any JSM resource, regardless of interaction depth. This would complement the existing "Last seen" field without changing its current semantics.
3. Surface view activity in the Organization Audit Log at the product level (not just login events), so admins have a reliable, native source of truth for all agent activity.

Why this is important?

• License cost management: Enterprise customers pay per-agent and need accurate data to identify truly unused seats. Inaccurate "Last seen" data leads to either wrongful license revocations (impacting active agents) or inability to reclaim genuinely unused licenses (wasting budget).
• Fairness in license audits: Agents who work in a read-heavy capacity (e.g., team leads reviewing queues, managers monitoring SLAs, or agents triaging visually before acting) appear "inactive" despite actively using their licensed seat.
• No native alternative exists: The Organization Audit Log doesn't capture issue views, JQL can only detect write activity, and the CSV user export reflects the same incomplete MAU data. The only current workaround is a third-party Marketplace app, which adds cost and complexity.
• Logical consistency: A license is required to access JSM backend views. If access = license required, then access should = activity tracked.

Workarounds

• Partial: Use JQL (assignee changed or updated by) to detect write activity, combined with the CSV user export to identify agents with no "Last seen" date at all.
• Third-party apps: Marketplace apps like "Issue History for Jira" can capture view events, but this adds additional cost and is not a native solution.