License Sentinel support
Contact us
Raise a request in the support portal, or email hello@alzhangroupllc.com. Please include what you see on the page, the time it happened, and your Jira site name (for example yourcompany.atlassian.net). Never send passwords or tokens. We aim to reply within five business days.
For a security problem, see Security.
Set up
- Install License Sentinel from the Atlassian Marketplace. You need to be a Jira administrator. It appears under Jira settings, Apps.
- Open the License Sentinel page and press Start collecting. Nothing is read before that. There is no API key, no organization setup and no domain to verify.
- Wait for the first scan. It reads the last year of issue activity, newest first. A small site finishes within an hour or two. A large site can take a day or more. Until the scan has read back as far as your threshold, accounts with no activity found show as unknown, not stale. That is deliberate.
Reading the dashboard
- Active, Stale, Unknown, Kept count the active people on your site. An account is active when its most recent activity is within your threshold, stale when there is none and the scan has read back past the threshold, and unknown when there is none yet and the scan has not read that far. Kept counts accounts you marked with Keep. They are left out of the other three.
- What counts as activity. Creating an issue, commenting, logging work or changing an issue, in Jira and in Jira Service Management, in projects the app can browse. Someone who only views issues, boards or dashboards leaves no trace.
- Threshold. Defaults to 90 days, up to 365. Saving it re-sorts every account straight away.
- Keep. Press it on an account that should stay, such as a service or automation account. Choose an optional reason and how long to keep it. After the end date the account is counted normally again. Press Stop keeping to put it back sooner.
- Open in Admin (optional). Enter your organization ID, the part of the Atlassian Administration address after
/o/, and each row links to that account in Atlassian Administration, where you can suspend or remove it. The app never changes an account itself. - Savings estimate (optional). Enter the average monthly cost of one account's licenses. It is a rough figure, because Atlassian bills per user tier band and per product.
- Counts over time. After two weeks of history, a table shows the four counts each week.
- Export CSV opens the list in a box you can copy into a spreadsheet or a text file saved as .csv. A large list comes in parts of 2,000 accounts.
What the app cannot see
- Viewers. People who only look at issues leave no trace.
- Restricted projects. The app reads only projects its permissions allow. The dashboard names projects you can browse and the app cannot. To count one, add the app to that project's permissions.
- Confluence. Only Jira and Jira Service Management activity is read.
- Logins. The app estimates activity from issue history. It is not a login report.
Troubleshooting
| What you see | What it means | What to do |
|---|---|---|
| "Reading Jira activity: about N%" | The first scan is still reading history | Wait. Unknown accounts become active or stale as it reaches your threshold. |
| "Waiting for the next sync" | No run has finished since you started | Wait: the scan runs every hour |
| "Jira refused the activity scan" or "...the user list update" | The app lost a permission, for example after an update that needed approval | Open Manage apps and approve the permissions the app asks for |
| "The last activity scan failed" | A run failed; the app tries again every hour | Wait an hour; if it stays, email us |
| "The data may be out of date" | No scan has finished for over three hours | Wait; if it stays, email us |
| Few accounts are active | The app may not be allowed to browse your projects | Look for the notice naming projects the app cannot read, and add the app to their permissions |
| Everyone shows as stale after a few hours | The first scan reads newest first and the threshold is long | Check the progress notice; accounts stay unknown until it has read back far enough |
| "License Sentinel is not licensed on this site" | There is no active subscription | Subscribe under the billing settings in Atlassian Administration |
| A name shows as "(name not available)" | Jira could not give a name for that account | Expected for some accounts; the account is still counted |
Removing your data
On the License Sentinel page, choose Delete all data and confirm. This removes every stored account, the activity dates, the history of counts and the settings, and the app returns to the first screen and reads nothing until you press Start collecting again. It works even when the subscription has ended. To remove the app itself, uninstall it from Manage apps. Atlassian then deletes its stored data under its own retention rules.