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  1. Jira Service Management Cloud
  2. JSDCLOUD-10148

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

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      Problem Summary

      Currently, the "Last seen on" date accounts for licensed users accessing Jira. Many users with site-only access & no product access use the JSM portal to create/update the tickets.
      Therefore, without the "Last seen on" activity for these users, it is difficult for admins to track their activity

      Suggestion Solution

      When a customer with an Atlassian account uses the portal to log/update issues, update the Last seen on date to allow admins to track activity.

          Form Name

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

            Diana C added a comment -

            Adding to this – There is now a dedicated user table for JSM / Portal-only Customer users in Cloud, which is a huge help now in reviewing JUST our Customer users. However, the "last login" information on that Portal-only Customer user table appears to show ONLY when the given user last logged directly into our Service Desk portal. We have a lot of customers who interact with their tickets exclusively via email (both for logging new tickets and commenting on their existing ones), and the "last login" timestamp doesn't update for those users at all, giving an inaccurate picture of their interaction with our agents. This means we can't fully trust the information on the user table for JSM / Portal-only Customer users.

            Diana C added a comment - Adding to this – There is now a dedicated user table for JSM / Portal-only Customer users in Cloud, which is a huge help now in reviewing JUST our Customer users. However, the "last login" information on that Portal-only Customer user table appears to show ONLY when the given user last logged directly into our Service Desk portal. We have a lot of customers who interact with their tickets exclusively via email (both for logging new tickets and commenting on their existing ones), and the "last login" timestamp doesn't update for those users at all, giving an inaccurate picture of their interaction with our agents. This means we can't fully trust the information on the user table for JSM / Portal-only Customer users.

            Tomasz Bis added a comment -

            Same as above from Ivan.

            We really need a decent feature in Jira so we could view users activity. 
            Any timeframe when this can be released please?

            Kind Regards,

            Tomasz

            Tomasz Bis added a comment - Same as above from Ivan. We really need a decent feature in Jira so we could view users activity.  Any timeframe when this can be released please? Kind Regards, Tomasz

            this is also very frustrating for us as new customers not being sure if a user is active or not in the JSM. which gives us a clear indication if they have adopted the new tool or not. it should be a simple change on Atlassian side, not sure why they cannot implement it. 

            Ashok Shirppi added a comment - this is also very frustrating for us as new customers not being sure if a user is active or not in the JSM. which gives us a clear indication if they have adopted the new tool or not. it should be a simple change on Atlassian side, not sure why they cannot implement it. 

            fully agree to e3d5bd27914b 

            Michael Ziegler added a comment - fully agree to e3d5bd27914b  

            I'm not as concerned about activity timestamps.

            I am frustrated that I could previously look up a user and see that they have at least activated their account in our instance.

            The current behavior gives me absolutely zero feedback that a user has activated their account. That seems like a regression from my perspective. If the user has trouble logging in, I have not feedback from the admin user management site about their status. I can't attempt to log in as them or send a password reset. Both of these tools were previously available to me as well as the information that they activated their account (i.e. it does NOT say "No activity" or "Never seen on this site"). Now ALL users report this way...

            My only tool available for troubleshooting is to resent an invitation... which would be really annoying to receive if you already acted on it but now can't log in...

            For users with site access but no product access, the following is misleading and in fact wrong when this user has in fact activated their account, logged into the portal, created issues, etc.

            [x] Has access on site

                 Never seen on this site

            If a subtle distinction somehow makes this correct for this type of user, it's useless to me.

            Michael Merrifield added a comment - I'm not as concerned about activity timestamps. I am frustrated that I could previously look up a user and see that they have at least activated their account in our instance. The current behavior gives me absolutely zero feedback that a user has activated their account. That seems like a regression from my perspective. If the user has trouble logging in, I have not feedback from the admin user management site about their status. I can't attempt to log in as them or send a password reset. Both of these tools were previously available to me as well as the information that they activated their account (i.e. it does NOT say "No activity" or "Never seen on this site"). Now ALL users report this way... My only tool available for troubleshooting is to resent an invitation... which would be really annoying to receive if you already acted on it but now can't log in... For users with site access but no product access, the following is misleading and in fact wrong when this user has in fact activated their account, logged into the portal, created issues, etc. [x] Has access on site      Never seen on this site If a subtle distinction somehow makes this correct for this type of user, it's useless to me.

            Jason Apel added a comment -

            Hello Planning,

            This request holds back some critical and potentially compliance relevant actions. Stale account management is an important part of managing IT infrastructure, this also forms part of company's compliance plans like ISO 27001. Removing old accounts is also important to reduce the risk exposure if (when) there is a breach. In Australia recently we saw just have devastating it is if to must data is held and no longer relevant for the current business actions.

             

            Is there is NO stale account management in Atlassian then we need to rely on the time stamps and exported information. We MUST be able to accurately determine if a user is no longer active (has logged in regardless is an action is performed). Often a user will log into our customer portal to check a knowledge article and not place a comment or post. 

             

            Please can you consider this as a higher priority as the current manual review and round about ways your support is suggesting to 'get account' this issue is not in line with strong account management practices (IMHO) for a system such as this.

             

            Kind Regards

            Jason

            Jason Apel added a comment - Hello Planning, This request holds back some critical and potentially compliance relevant actions. Stale account management is an important part of managing IT infrastructure, this also forms part of company's compliance plans like ISO 27001. Removing old accounts is also important to reduce the risk exposure if (when) there is a breach. In Australia recently we saw just have devastating it is if to must data is held and no longer relevant for the current business actions.   Is there is NO stale account management in Atlassian then we need to rely on the time stamps and exported information. We MUST be able to accurately determine if a user is no longer active (has logged in regardless is an action is performed). Often a user will log into our customer portal to check a knowledge article and not place a comment or post.    Please can you consider this as a higher priority as the current manual review and round about ways your support is suggesting to 'get account' this issue is not in line with strong account management practices (IMHO) for a system such as this.   Kind Regards Jason

            Yes, please ...

            Yatish Madhav added a comment - Yes, please ...

            Fully agree with Ivan!

            FredrikLiljemark added a comment - Fully agree with Ivan!

            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.

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              74e7fd576f90 Prathiksha
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                Created:
                Updated: