Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-9979

Last Activity date not updated for users with only site access (JSM customers)

    • 211
    • 22
    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Issue Summary

      Last Activity date not updated for users with only site access

      Steps to Reproduce

      1. Configure JSM
      2. Invite a user from the site administration screen
      3. Don't grant any product access, but grant site access
      4. Log in with that user
      5. Create a JSM issue

      This creates an Atlassian Account user that has access to the portal for JSM only, although they are not portal-only users: Manage Jira Service Management customer accounts

      Expected Results

      Login/activity date should be updated in the Administration > Users screen

      Actual Results

      Last Activity date just shows the date the user was created

      Workaround

      It's possible to find this date based on the date of the most recent comment/issues created by a customer using JQL and sorting by created date. This can also be found through the database.

          Form Name

            [JSDCLOUD-9979] Last Activity date not updated for users with only site access (JSM customers)

            George G added a comment -

            I can't go a day without being redirected to an obvious missing feature and an ignored request. You're making it easier to find alternative products

            George G added a comment - I can't go a day without being redirected to an obvious missing feature and an ignored request. You're making it easier to find alternative products

            Hello together!
            I agree with all the previous speakers. Please implement ASAP!
            This is an important feature and the implementation is not such a big deal!
            Pleeease!!!

            Joachim Rieger (rgjadmin) added a comment - Hello together! I agree with all the previous speakers. Please implement ASAP! This is an important feature and the implementation is not such a big deal! Pleeease!!!

            Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

            Tobias Bosshard added a comment - Happy New Year, everyone! May it be filled with joy, success, and - who knows - maybe even some miracles. Like Atlassian resolving to fix this bug. We can dream, right?

            We are not at all satisfied with the response you have provided. For audit purposes, we need to clean up users who have not accessed the portal within a specific timeframe. However, due to the incorrect information, we are deactivating users who actually use the service, leading to numerous complaints every month.

            Working under these circumstances is very challenging, and we see that the ticket has been open for three years without any intention to address it for at least another year. For a company like Atlassian, these are basic standards that should be met. Having to "vote" in the hopes that someone might someday take the ticket into consideration seems pathetic to me.

            I hope someone takes action on this matter.

            Lucila from SEAT

            Lucila Lozano added a comment - We are not at all satisfied with the response you have provided. For audit purposes, we need to clean up users who have not accessed the portal within a specific timeframe. However, due to the incorrect information, we are deactivating users who actually use the service, leading to numerous complaints every month. Working under these circumstances is very challenging, and we see that the ticket has been open for three years without any intention to address it for at least another year. For a company like Atlassian, these are basic standards that should be met. Having to "vote" in the hopes that someone might someday take the ticket into consideration seems pathetic to me. I hope someone takes action on this matter. Lucila from SEAT

            Iliyas Ahemad Siddiqui added a comment - https://getsupport.atlassian.com/browse/PCS-346183

            +1

            Just ran into this today.  We cannot get the status of users, and this is very frustrating!

            Michael Woffenden added a comment - Just ran into this today.  We cannot get the status of users, and this is very frustrating!

            Anusha A added a comment -

            Anusha A added a comment - https://getsupport.atlassian.com/browse/PCS-244910  

            January 2024 and this is STILL an issue for all JSM sites/users. This issue was created 2 1/2 years ago and it hasn't had any movement. Why are companies paying so much money for a product that never evolves or improves? What is the point of putting in tickets of issues with Atlassian products when they will never be corrected? This is one of many "broken" pieces with Jira. Ridiculous.

            Como, Jacqueline:(BSC - TSA) added a comment - January 2024 and this is STILL an issue for all JSM sites/users. This issue was created 2 1/2 years ago and it hasn't had any movement. Why are companies paying so much money for a product that never evolves or improves? What is the point of putting in tickets of issues with Atlassian products when they will never be corrected? This is one of many "broken" pieces with Jira. Ridiculous.

            Michael Merrifield added a comment - - edited

            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 - - edited 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.

              d0d1ba410583 Sushant Koshy
              dponzio Daniel Ponzio
              Votes:
              91 Vote for this issue
              Watchers:
              100 Start watching this issue

                Created:
                Updated: