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Suggestion
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Resolution: Unresolved
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None
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497
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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.
- duplicates
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JSDCLOUD-9979 Last Activity date not updated for users with only site access (JSM customers)
- Future Consideration
- mentioned in
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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.