Why do we have so many Users created?
Asked by Troy Kenah:

We have a (Non-profit) community license for Jira Software and Jira Service Management and are in the process of planning a migration to the cloud.

We don't have a lot of users, probably 10 active out of 100 users we've had in the past few years.

We use Service Manager to manage correspondence/support etc from donors.

When I look at our "About Your Product" it shows the following. I'm assuming the high number of users has something to do with customers being created in Service Manager?

I'm just wondering what is going to happen when we attempt to migrate to the cloud, and how to avoid these users requiring licenses.

* 5 Groups
* 8333 Users
* 6829 Customers
* 35 Projects
* 29904 Issues
* 3 GB Attachments
* 0 Boards
* 15 Filters
* 2 Apps

All advice welcome.

Troy.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@Troy Kenah](/t5/user/viewprofilepage/user-id/375093)

can you check under Versions \& licenses?

![Screenshot 2024-03-18 162352.png](https://community.atlassian.com/t5/image/serverpage/image-id/312749i25EDD87E39696241/image-size/large?v=v2&px=999 "Screenshot 2024-03-18 162352.png")

What does it say for each product?

![Screenshot 2024-03-18 162438.png](https://community.atlassian.com/t5/image/serverpage/image-id/312750i8A2B7CCE04C16AC0/image-size/large?v=v2&px=999 "Screenshot 2024-03-18 162438.png")

How do you register your customers? Are they added by you or can they create an account themselves?

Is your Jira connected to a central user directory?

Under "Application access" you can see which groups will grant Product access and you can check what users are in which group.

comments: author: Troy Kenah
body: Hi Rebekka, we have found the issue - our API that connects from our website was creating a user as well as a service desk user. I don't know why our previous developers did this. The problem now is trying to bulk delete them from our JIRA database.


author: Rebekka Heilmann _viadee_
body: Hi [@Troy Kenah](/t5/user/viewprofilepage/user-id/375093)   
I suggest deleting them in the UI (manual effort) or per API. Deleting them from the User table will not delete them everywhere and the user object is referenced in quite a lot of tables.


author: Troy Kenah
body: Thanks Rebekka, unfortunately manually deleting over 8,000 users is not an option. I might need to see if I can find a contractor who might be able to assist with this. Any tips on where to look would be helpful :-)


author: Rebekka Heilmann _viadee_
body: Check out the [Atlassian Directory](https://partnerdirectory.atlassian.com/#) to find an Atlassian Partner close to you.

It's a case of identifying the users and then deleting them/changing their permissions per API. Lots of Partners will be able to help with that.

If you have some techy Jira Admins, they can find the User IDs in the "cwduser" table and will be able to call the API as well: [JIRA 7.6.1 (atlassian.com)](https://docs.atlassian.com/software/jira/docs/api/REST/7.6.1/#api/2/user)


author: Troy Kenah
body: Thanks for the valuable advice.


author: Mark Higgins
body: Hi Troy,

If , when you look under Product you should see your Plan and then users.

If that number says 8333 then that would be your User count if/when you go to cloud.

The fact that you say that you only have 10 agents, of 100 users( which I assume is the number of people in your company) suggests that your customers are ending up in your users group.

On the Products page, next to Jira service management, click on Manage Product.

In cloud this shows you the 'roles that each of your groups has.

You can have 'users' in multile groups.

In this section, there is a 'Default Group', so when people are added, they end up in a default group.

I suspect that your User group is the default, hence the large number.

Mark

comments: author: Troy Kenah
body: Hi Mark, thanks for the information, I suspect you are correct - all our customers are getting added to the default group.

Our Jira instance is not a cloud instance, but server - so I'm struggling a little trying to figure out:

1. How to change the default

2. How to bulk-change users (in preparation for migrating to the cloud).

Troy.


author: Troy Kenah
body: Hi all,

Okay, I'm really stuck with this one.

I was going to bulk change users, removing them from my User group, however, I'm stuck.

I attempted to download a user/group export using MySQL (to then run a python script to remove them from the group) but our AWS MySql instance doesn't allow the FILE option to export data.

Are there any freelancers/consultants that might be able to help with this process?

Troy.


author: Troy Kenah
body: Hi Mark,

While this answer may be of use to cloud based services, it doesn't help me with my server based Jira, so I can't mark it as an accepted answer.


author: Mark Higgins
body: All good Troy.


Tags: cloud

jira-service-desk-data-center

jira-service-management

jira-service-management-data-center

jira-service-management-server

migration-customer-care

server