Summary

Jira Service Management licenses are all occupied despite the fact that there are fewer users in the user group associated with the Jira Service Management application access.

Check the database for inconsistencies

Diagnostic Steps

• Restart the Jira application.

• Refresh the license cache by removing or replacing the existing JSD license with an evaluation license and switching back to the Commercial license.

• Jira Administration >> Applications >> Versions & licenses: Verify the user group(s) that associate to the Jira Service Management application access.

• Compare the results of the following SQL queries to identify the discrepancies:

  • Run the following SQL query to identify the active users that are holding up the license count:

  • 
    

    SELECT DISTINCT u.lower_user_name, d.directory_name, m.parent_name
    FROM   cwd_user u
           JOIN cwd_membership m
             ON u.id = m.child_id
                AND u.directory_id = m.directory_id
           JOIN licenserolesgroup lrg
             ON Lower(m.parent_name) = Lower(lrg.group_id)
           JOIN cwd_directory d
             ON m.directory_id = d.id
    WHERE d.active = '1'
           AND u.active = '1'
    	AND license_role_name = 'jira-servicedesk';

• • Run the following SQL query to identify the users in the user group(s) that associate to the Jira Service Management application access:

  • 
    

    SELECT * FROM cwd_user u
    JOIN cwd_membership m
    ON u.id = m.child_id
    WHERE m.lower_parent_name='jira-servicedesk-users';

• Gather relevant data to troubleshoot the license issue:

  • Jira Administration >> System >> Logging and profiling: Click on 'Configure logging level for another package' and add com.atlassian.jira.application*package with DEBUG logging level.

    With the debugging package, we expect the getUserCountCurrentValue and Count application users messages be logged and find out how the count is registered.

• • Jira Administration >> Applications >> Versions & licenses: Click on the '(xx agents) xx used' link.

  • Share the latest support.zip with Support.

Licensed users and users in group

There was a discrepancy between the users that hold the JSD license and users in the user group. The users were from external LDAP and problematic entries were relate to nested group.

To rectify this, perform the following steps:

1. Login with local Jira System Administrators

2. Jira Administration >> User management >> User Directories: Edit the problematic user directory, checked 'Enable Nested Groups' option. Save and Test.

3. Synchronise the user directory.

4. Jira Administration >> User management >> User Directories: Edit the problematic user directory, uncheck 'Enable Nested Groups' option. Save and Test.

5. Synchronise the user directory.

6. Jira Administration >> Applications >> Versions & licenses: Check if the license count is back to the correct number.