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?

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

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!

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.

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.

Y'all ain't ever gonna fix this, right?

Hello,

we would like to track portal customers last activity in the portal and also when the last email was processed in the portal. Hope this gets implemented soon.

This is very confusing/misleading to me as an Admin, please fix!

Hello everyone,

My name is Sushant and I am a Product Manager working on Jira Service Management.

Thank you for your feedback on this ticket.
The current functionality is working as expected, as we track the usage of users' activity when they make use of the core part of the product. We don't intend to display users' engagement on help channels in this option.

We understand that there is a need to track users' activity on our help channels such as the Help Center. We will continue to evaluate this problem and explore solutions. However, given other competing priorities, this is not part of our near-term roadmap.

We face the same issue, but I have found that not all of the users are affected by this

Same issue experienced at my company too.  Very frustrating indeed.

it's happening to be right now, how can we fix this please. Do i need to raise a ticket with Atlassian 

Same issue experienced at my company.  Very frustrating

Same issue exactly.

same issue here.

Same issue here. Every once in a while we like to check if certain users have completed sign-up and have accessed the portal. Without this functionality, there's no way for us to know this. +1 to hoping this is addressed in the near future.

We ran into the same issue where portal customer "Last Active" date does not get updated even when portal customers update or comment in their tickets. I came to learn of this ticket as response to a support ticket I raised for this issue. I hope it can get fixed soon.

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.
https://jira.atlassian.com/secure/AddComment!default.jspa?id=1771626