User Management and License Optimizer for Jira and ConfluenceUser Management and License Optimizer for Jira and Confluence

FAQ

Find answers to frequently asked questions about User Management & License Optimizer.

General Questions

What is User Management & License Optimizer?

User Management & License Optimizer is an Atlassian Marketplace app that provides centralized user management across your entire Atlassian Cloud organization. It enables bulk operations, automated user management tasks, and license optimization from a single interface, even when you have multiple sites.

Why do I need this app when Atlassian already has admin.atlassian.com?

While admin.atlassian.com provides basic user management, our app adds capabilities:

  • Bulk operations on hundreds or thousands of users at once

  • Automated tasks that run on schedules to maintain user hygiene

  • Advanced filtering with saved filters for complex user selections

  • Multi-site management from a single interface

  • License optimization tools to reduce costs

  • Detailed audit trails for all operations

Which Atlassian Cloud products does this app support?

User Management & License Optimizer supports all major Atlassian Cloud products:

  • Jira Software

  • Jira Service Management

  • Confluence

  • Bitbucket

  • Jira Product Discovery

  • Compass

  • and more

Installation & Setup

Where should I install User Management & License Optimizer?

Install the app on your largest Jira site to maximize your license value. The app can manage users across your entire organization, regardless of which site it's installed on, but the installation site's user count determines your license limits.

Do I need to install the app on every site?

No. Install User Management & License Optimizer on just one Jira site, and it can manage users across all sites in your organization.

What permissions do I need to install and use the app?

  • To install: You must be an Organization Admin

  • To use: Organization Admins have automatic access. You can optionally grant access to Product Admins and User Access Admins through the app settings

How do I set up the Organization API key?

  1. Go to admin.atlassian.com

  2. Navigate to Settings → API keys

  3. Create a new API key for User Management

  4. Copy the key and add it in the app's Settings page

  5. Note the expiration date and set up notifications

Licensing & Billing

How does the licensing model work?

User Management & License Optimizer uses a site-based licensing model with multipliers:

  • Standard Edition: Manage up to 2x the billable users on your installation site

  • Advanced Edition: Manage up to 5x the billable users on your installation site

Example: If you install on a 100-user Jira site with Standard Edition, you can manage up to 200 users across your entire organization.

What happens if we exceed our license limit?

When you exceed your license limit:

  1. Grace period begins (30 days for Standard, 60 days for Advanced)

  2. Warning messages appear recommending an upgrade

  3. All features continue working during the grace period

  4. After grace period: User management operations are disabled, but data is preserved

Can I get a custom license for very large organizations?

Yes. If neither Standard nor Advanced editions meet your needs, contact our support team for custom licensing options.

How is the app billed?

The app is billed through the Atlassian Marketplace based on the number of users on the Jira site where it's installed. Billing follows standard Atlassian Marketplace practices.

User Management

Can I manage users across multiple sites?

Yes! This is one of the app's core features. Once installed on one Jira site, User Management & License Optimizer can manage users across all sites in your organization.

What's the difference between removing app access and suspending a user?

  • Remove App Access: Selectively removes access to specific applications while maintaining the user account and other access

  • Suspend User: Completely disables the account across all Atlassian services until manually reactivated

Can I undo bulk operations?

Currently, bulk operations cannot be automatically undone. We recommend:

  • Testing operations on small groups first

  • Exporting user data before major changes

  • Keeping detailed logs of all operations

  • Using the results download feature for documentation

Why can't I modify Organization Administrators?

Organization Administrators are protected from bulk operations for security reasons. This prevents accidental lockouts and cannot be overridden.

Groups & Permissions

Can I create new groups with this app?

Not yet. Group creation must be done through admin.atlassian.com. However, User Management & License Optimizer can:

  • Add users to existing groups

  • Remove users from groups

  • Show group membership

  • Filter users by groups

What happens to SCIM-provisioned groups?

SCIM-provisioned groups are read-only in Atlassian. Changes must be made in your identity provider. The app will show these groups but cannot modify their membership directly.

Why do Product Admins get full access when I enable them?

When you grant Product Admins or User Access Admins access to User Management & License Optimizer, they receive full organization-wide capabilities within the app. This is by design to enable effective user management. Grant access only to trusted administrators.

Automated Tasks

How often can automated tasks run?

Automated tasks can be scheduled to run:

  • Daily (by selecting all days of the week)

  • Weekly (on specific days)

  • At intervals (every X days, weeks, or months)

  • Manually (on-demand only)

What happens if an automated task fails?

If an automated task fails:

  1. The failure is logged with detailed error information

  2. You can view the results in "Show Results"

  3. Partial successes are tracked separately

  4. You can set up webhook notifications for failures

A task can also finish as partially failed without anything being wrong. See "Why did my task finish as partially failed?" below.

Can I test an automated task before scheduling it?

Yes! Create the task as "Manual" first, run it on a small test group, verify the results, then update it to a scheduled task.

Why did my task finish as partially failed?

A task reports partially failed when it skipped some users. The usual reason is that a sync was updating those users at the moment the task reached them, so the app skipped them rather than acting on data that was not yet settled.

This is a protection, not an error. Open the run results to see which users were skipped. The next run processes them once their data has settled.

Data & Sync

How does data synchronization work?

User Management & License Optimizer maintains a synchronized mirror of your user data using Atlassian Forge SQL. This ensures:

  • Reliable bulk operations without API timeouts

  • Consistent data for automated tasks

  • Fast performance for large organizations

How often does the app sync with Atlassian?

  • Initial sync: When you first install the app

  • Scheduled sync: Daily at your configured time

  • Pre-operation sync: Before bulk operations and automated tasks

  • Manual sync: Anytime using the "Sync Users" button

Why did a user become Deactivated automatically?

If a user's status changes to Deactivated in the User Browser without anyone manually removing their app access, check whether they were removed from every group that was granting them product access. Removing a user from all of their synced groups automatically deactivates the user - this is expected sync behavior, not an error.

This can happen through a change made directly at admin.atlassian.com or through your identity provider (SCIM). Once User Manager next syncs, the user's status updates to reflect that they no longer have access to any product.

Is my data secure?

Yes. Your data is:

  • Stored in Atlassian's Forge platform

  • Isolated per installation

  • Subject to Atlassian's security standards

  • Never shared between organizations

  • Automatically deleted if the app is uninstalled

Troubleshooting

The User Browser is showing outdated information

Click the Sync Users button to force an immediate synchronization with Atlassian Cloud. If issues persist, check:

  • Your API key is valid and not expired

  • You have proper permissions

  • No ongoing Atlassian service issues

Bulk operations are running slowly

For large operations:

  • Run during off-peak hours

  • Break very large operations into smaller batches

  • Ensure no other automated tasks are running simultaneously

  • Check the app's performance in Settings

I can't see certain users in the User Browser

Verify that:

  • The users exist in your Atlassian organization

  • You've synced recently

  • Your filters aren't excluding them

  • They're not in a different site you haven't connected

Fewer users were affected than my filter showed

Two things can cause this.

Users were skipped because they were being synced. If a user's data was still being updated when the operation reached them, the app skipped that user. The operation reports a partially failed status and lists them. Run it again once the sync has completed.

A sync changed which users the filter matched. Group changes from SCIM, your identity provider, or admin.atlassian.com change group membership. If such a change was applied while the operation was running, the filter matched a different set of users than the preview showed.

To avoid both, trigger a manual sync, confirm it completed, then run the operation. Avoid running operations alongside known external group changes.

Automated tasks aren't running on schedule

Check that:

  • The task's "Schedule Active" toggle is enabled

  • The start date has passed

  • The time window is correctly configured

  • Your organization API key hasn't expired

Integration & API

Can I integrate with external systems?

Yes, through webhooks. User Management & License Optimizer can send notifications to Atlassian Automation for:

  • API key expiration warnings

  • Automated task successes/failures

  • Other events (more coming soon)

Can I export data from the app?

  • Download detailed results from bulk operations

  • Export automated task execution logs

  • All exports are in JSON format

  • Soon: Export user lists from the User Browser

Support & Resources

How do I get support?

For support:

  1. Check this FAQ and documentation first

  2. Visit our support portal

  3. Attach any relevant error messages or screenshots

Where can I request new features?

Submit feature requests through our support portal. We actively review and prioritize customer feedback.

Is there a roadmap available?

Key upcoming features include:

  • Bulk user reactivation

  • Group creation capabilities

  • Enhanced reporting and analytics

  • Additional webhook events

  • More granular permission controls

Visit our Marketplace listing for the latest roadmap updates.