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  1. Jira Service Management Cloud
  2. JSDCLOUD-10147

The "Last seen on" date on the User Profile of JSM customers with an Atlassian account doesn't get updated.

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      Issue Summary

      The Last seen on date on the User Profile of JSM customers with an Atlassian account doesn't get updated.

      Steps to Reproduce

      1. Invite a user to the site and grant ONLY site access with NO product access
      2. Add the user to the JSM project
      3. Using this user's account, log a ticket in the JSM project via the portal
      4. Check the user's profile and verify the Last seen on date.

      Expected Results

      The Last seen on reflects the date/timestamp the user last visited the portal to log a ticket

      Actual Results

      The Last seen on doesn't get updated.

      Workaround

      Currently, there is no known workaround for this behavior. A workaround will be added here when available

            [JSDCLOUD-10147] The "Last seen on" date on the User Profile of JSM customers with an Atlassian account doesn't get updated.

            Nick Robson added a comment -

            Hi there,

            I'm a developer on Jira Service Management. Sorry for not responding to this bug report earlier, I must have missed it.

            This bug report seems to be a duplicate of https://jira.atlassian.com/browse/JSDCLOUD-9979 so I'm going to close this issue in favour of that one. Please follow that issue for updates, and please use the "This affects my team" option on the issue to indicate that your team is affected by this issue.

            Thanks,
            Nick Robson
            Jira Service Management team

            Nick Robson added a comment - Hi there, I'm a developer on Jira Service Management. Sorry for not responding to this bug report earlier, I must have missed it. This bug report seems to be a duplicate of https://jira.atlassian.com/browse/JSDCLOUD-9979 so I'm going to close this issue in favour of that one. Please follow that issue for updates, and please use the "This affects my team" option on the issue to indicate that your team is affected by this issue. Thanks, Nick Robson Jira Service Management team

            Ivan Shtanichev added a comment -

            This issue affects our organization and leads to increased frustration from our JSM customers, as their site access often/repeatedly gets revoked due to lack of activity (based on 'Last seen on' date) on their site accounts. For JSM customer with Atlassian accounts that predominantly interact with JSM portal only, their activity is not reflected on their Atlassian account in 'Last seen on' date field and so their access can get revoked repeatedly by our housekeeping procedures, based on inactivity on their accounts. This leads to increased demand on out helpdesk to re-enable access for these users, until it happens again.

            Site access's 'Last seen on' date field should be updated when JSM customer interacts with JSM portal. Given that the site access controls whether or not that user can access JSM portal, it should therefore also render the correct 'Last seen on' date for that user. Please fix ASAP.

            Ivan Shtanichev added a comment - This issue affects our organization and leads to increased frustration from our JSM customers, as their site access often/repeatedly gets revoked due to lack of activity (based on 'Last seen on' date) on their site accounts. For JSM customer with Atlassian accounts that predominantly interact with JSM portal only, their activity is not reflected on their Atlassian account in 'Last seen on' date field and so their access can get revoked repeatedly by our housekeeping procedures, based on inactivity on their accounts. This leads to increased demand on out helpdesk to re-enable access for these users, until it happens again. Site access's 'Last seen on' date field should be updated when JSM customer interacts with JSM portal. Given that the site access controls whether or not that user can access JSM portal, it should therefore also render the correct 'Last seen on' date for that user. Please fix ASAP.

              Unassigned Unassigned
              74e7fd576f90 Prathiksha
              Affected customers:
              1 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: