Management Summary

The recent Atlassian announcement, in which, apart from the deprecation of the Server deployment, significant price rises were introduced, has left a large number of license holders puzzled, uncertain and clambering for ways to minimise the impact of price increases on their IT budgets.

This surge in costs has made the need for efficient license management a top priority for managers and budget holders. Critical savings on license costs, including Atlassian Marketplace Apps, can be achieved with intelligent User Management (IUM). Intelligent User Management is an App designed by Accxia ensuring that all active users can use the Atlassian tools, whilst inactive users are temporarily placed in the so-called "disabled" bucket until they become active again. IUM manages this process seamlessly in the background unnoticed by users.

The diagram below illustrates the user management process.

IUM can manage any number of "excess" users, be it hundreds of users or just tens of users for smaller instances.

Accxia has installed IUM at a number of large enterprises ensuring significant savings and reduction in administrative burden and cost.

IUM allows organisations to optimise licenses and as a result stay at a lower User Tier, in some cases at two user tiers below the actual number of registered users. This can arise when an instance has, say 1,300 registered users, but at any given time of the day no more than 400 users are active.

IUM is compatible with Server and Data Center installations across all user tiers. Jira, Confluence and Bitbucket versions are available.

IUM conforms with all publicly available data processes and interfaces as provided by the Atlassian applications without any interference in the normal functioning of the tools.

IUM is also available for Datacenter Versions


This diagram illustrates the principle behind IUM. It portrays an example of a 100 User License facing a new requirement to launch new users, which, without IUM, would mean to upgrade to the next Server Tier level of 250 users. It is worth noting that IUM works for any user number and License Tier, whether it's 100, 1000 or 2000+ Server or Data Center Licenses.

The key operating principle is that users are being allocated "Enabled" or "Disabled" status depending on usage and time of inactivity, which can be set as a variable in the administrative interface. There is a third status, "Heavy" users, which are users that will not be allocated to either "enabled"or "disabled" status, but will be enabled at all times. The number of heavy users can be determined by the administrator based on a usage analysis (please refer to Diagram 2).

Diagram 1: IUM Principle

Diagram 2 below shows the usage patterns on a per user basis in Jira retrieved with Accxia's Log Analyzer App that can be installed to determine parameters, such as heavy users, time inactive, etc.

This particular customer has 128 Licensed Users, but only 42 concurrent users are active at peak times (at around 3pm) analysed over a 5-day period between Dec, 11 to Dec, 16.

70 different users are using the system throughout the day.

Diagram 2: Usage Pattern


At Accxia we focus on three areas: Migrations, the Accxia Private Cloud and Development of Apps and Microservices for the Atlassian tool suite. Microservices link specific data sources via the Accxia Private Cloud with organisations' estates through APIs triggering business processes, workflows or critical communication processes and notifications of relevant stakeholders and users, in JIra or other applications. Major benefits include compliance, audit trails, stakeholder management, project management and decision making leading to increased effectiveness, efficiency and cost savings. 

Financial services organisations such as banks, investment funds and insurance companies benefits from our microservices solution specifically focussed on compliance management and monitoring. Accxia's ARC-M solution (Automated Regulatory Compliance-Management) is a centralised automated distribution solution for effective regulatory compliance management. New or amended regulatory procedures are being pushed into Jira every morning at 4am ensuring up-to-date compliance. We manage 50+ regulatory data sources across Germany, Europe and the US.

Our mission is to transform emerging or critical processes into innovative and creative Apps and solutions to help our clients save costs and/or increase productivity through digitisation and zero- or low touch automation. IUM and ARC-M are examples of Apps that resonate well with our customers. 


Do I need a license for all registered users?

  • No, the licenses are being allocated dynamically to active users. All active users must be registered and as such form a subgroup of the registered users.  

What about the legal side?

  • IUM is completely legal and doesn't violate the Atlassian End User License Agreement. IUM is non-intrusive working with the features and functionality provided by the Atlassian applications.
  • A number of large, international organisations are using IUM already (see references below)

What are "heavy" users and why do I need to manage them?

  • Conceptually, we took account of users that could or should be exempt from IUM as they may be using the applications 24/7. We run an analysis of your log files to identify the use patterns of all users. It may transpire that the system doesn't have any heavy users, in which case all users will be managed with IUM. This means more licenses are available to be dynamically allocated to users.

Key Features

  • Share Application Licenses across users

  • Rotate Application Licenses, save license costs

  • Runs completely automatically after succesful configuration

Supported Jira Versions

Jira 7.5.0 - 8.20.x (latest Version)

Case References IUM

ClientLocationUse Case
1Beiersdorf (Bdf)


€20bn turnover

2000 User Jira, Confluence and Bitbucket licenses

Bdf had increased their user base forcing them to move up to the 10,000 user tier. With IUM Bdf was able to stay at the lower 2,000 user tier. Going forward we will be able to move forward with a lower 1,000 user tier Data Center deployment.


€8 bn turnover

100 User Jira, unlimited User Confluence

REMONDIS is one of the world's largest recycling, service and water companies. IUM is used to remain at the 100 user level for Jira. In future
3Spotlight Sports Group (SSG)
(Racing Post) 


SSG is migrating their entire Atlassian estate to the Accxia Private Cloud as part of their ITO (IT Outsourcing) strategy. IUM is used to reduce the user tiers for Jira, Confluence and Bitbucket.
4CIMGermanyTesting at the moment
5Vodafone Kabel DeutschlandGermanyTesting at the moment
6Basler AGGermanyTesting at the moment
7Nexus AGGermanyUpgrading from Server deployment to Data Center. We secured a 40% discount on the Jira and Confluence licenses and moved from a 2000 user Server license on Jira and Confluence and an unlimited JSM license to a 1,000 user Data Center license. Further consolidation of Nexus's European subsidiaries into this Data Center instance are planning without having to upgrade.
9Office for Security and Counter TerrorismUKTesting

User Guide

There is no user guide required since nothing changes from the point of user experience. The expected behavior is ...

  1. Users, removed from Application Access, we call them "disabled" can log in at any time

  2. The user who did not access Jira for the longest time will be removed from Application Access and becomes "disabled" but not "inactive".

  3. Notifications will be sent, even for Users without Application Access


    Notification of these "disabled" users relies on Jira Notification, sending Notifications to "disabled" users might change in the future.

More details

The details below are relevant for users belonging to the related enabled/disabled group.

Experience for users already logged in

A user who is currently working with Jira will only become disabled when his last activity was before the Time the Admin specified in the Settings.

If he becomes disabled, he is logged out automatically. He can not continue his work.

But as long as he works with Jira and he is within the defined time period he will not become disabled or logged out.

But he can logout manually and enable another user to use the free slot in the queue. So another user does not to wait anymore.

Experience for a disabled user

The disabled user logs in as normal. (We changed the default login to the one below)

If there is a slot/seat left in the queue, he is logged in immediately and transparently

He can start his work.

If there is no slot/seat left in the queue he needs to wait as long as the period defined in the Admin Settings has been expired.

The Queue Screen is Displayed.

The user can retry login at any time.

Admin Guide

This App is not available from the Atlassian Marketplace. Accxia will instal the App.

Licenses are available from Accxia only. 

After installing the App, you press the "Get Started" button.

You are redirected to the license input.

Just copy and paste the license into the field and save.

Now you can click the "back to config" link and start the App Configuration...

App Configuration


Create Groups

You need to create at least 2 Groups. Groups are working pairwise, there must be a unique group for the enabled Users and a corresponding 2nd group for the disabled users.

Initially all users sharing a license should be in a disabled User Group. For sure you can use existing groups if those groups are already available.

So make sure to add all relevant users to the proper group.

Manage Application Access

Make sure to disable any application access for all the users where you want to share a license. You have to remove the Apllication Access either directly from the users or from any other group if required.

Now enable Application Access only for the enabled groups.

Here you can see the number of consumed licenses.


Disabled Groups may not have any Application access.

App Configuration Form


  1. Group Settings - Here you can define the "Enabled" and the related "Disabled" groups
    You can define as many pairs as you like. 
    Simply select the related groups.
    The Queue Size defines the number of "seats", meaning the number of shared licenses.

  2. Duration in Minutes - this is the time a user has to be inactive before application access for this user will be removed.
  3. Move Users - This is an administrator feature see below.

Move Users in Admin Menu

By klicking the arrow, you can move users from enabled to related disabled group. This might be usefull after you change the config settings above. 

Take Care

Even if there will be a warning before users are moved between group


Extended User Management for easy Setup

With this Screen, Admins can manage users and setup the system easily. 

Just enter Number of Users "N" and select the Groups. 

Click "List" to get the N users with oldest last Activity Date.

From Group: The group containg the relevant users

Filter Group: You can select a Group to only show users which are in the From Group and in the Filter Group at the same time (AND)

To Group: Select the Group where you want to move/copy the users into.

Inside the List you can select the Users you want to copy or move from "From Group" to "To Group".

Click "Move" to move the Users between groups.

Click "Copy" to keep a user in the original group and add him to the additional group.


This Action can not be undone!

SAML Support

The IUM App supports SSO2.0 SAML with and without auto user provisioning.

Other SSO

To use IUM for Jira with other SSO, Jira Service Management can be uses as a workaround. This requires a Jira Service Management Licensce with at least lowest available tiers.

Limitations / Known Issues

Email notifications (Jira Version 8.19.0)

In Jira 8.19.0 Atlassian has changed the mechanism of notifying people. All users must have a proper Application License to still receive notifications. (

To avoid that limitation you can use a built-in Jira Dark-Feature from Jira 8.20.6 onwards. Just go to the page https://your-jira-instance/secure/admin/SiteDarkFeatures!default.jspa and enable the Dark Feature (Side Wide Dark Feature)

This limitation can occure in your instance. In case your instance is affected please use the provided workaround.

Mentioning users in Jira Software comments

When using IUM you will realize that IUM users cannot mention other users in comments to your tickets anymore. To avoid that you have to add the IUM-enabled group to the "Browse Users" permission. Therefore you need to change the "Global Permissions" in Jira (Settings → System → Global Permissions) and add the IUM-enabled group.

Jira Service Management Assignement

with the default IUM Version assigning people to JSM tickets is not possible. JSM just allow assignments for licensed users.

We have a solutions for that limitation, please contact us, if you want to use IUM in JSM.