How an ex-employee can raise a ticket on Jira post exit? Is there any mechanism it can be configured

[Priya Chakraborty]

How an ex-employee can raise a ticket on Jira post exit? Is there any mechanism it can be configured for ticket creation for ex-employees without providing complete service desk creation?

[Marc -Devoteam-]

Hi @Priya Chakraborty 

Can you provide some more context, the user left the compnny, or another function.

If this user needs to still be able to raise issues, grant the user a customer license and add him to the customers on the required JSM portal

[Marc -Devoteam-]

Hi @Priya Chakraborty 

Have a JSM space with a portal in place.

service-request-management - how-it-works 

You can't use normal Jira spaces for this as this would require the user to have a license.

[Priya Chakraborty]

Hello  

Could you please help me understand what is meant by this? I read it in one of the forums.

Regards

Priya

[Marc -Devoteam-]

Hi @Priya Chakraborty 

This is a paid 3rd party solution from the Atlassian Marketplace.

This is an app developed by a 3rd party.

This is based that a user has a Jira license, and this is not what you want. You only want them to raise a ticket.

Use a service management space for these kind of processes.

[Priya Chakraborty]

Hello @Marc -Devoteam- 

Thank you so much for clarifying my doubts. Just to summarize my understanding:

The link service-request-management - how-it-works  you shared would allow an external user to send an email, which can then be automatically converted into a Jira ticket. Once the ticket is created, all subsequent communication with the external user would take place via their email address, while our team would be able to manage and respond to the request through Jira in the usual way.

Additionally, SLAs can be configured and tracked as needed throughout the ticket lifecycle.

Could you also please help me understand whether this functionality is part of a paid offering? If so, could you share the applicable pricing details or licensing requirements?

Regards
Priya

[Marc -Devoteam-]

Hi @Priya Chakraborty 

See https://www.atlassian.com/software/jira/service-management 

[Priya Chakraborty]

Hello @Marc -Devoteam- 

Thankyou again but can you provide me more information on understanding, then can discuss ahead.

The link service-request-management - how-it-works  you shared would allow an external user to send an email, which can then be automatically converted into a Jira ticket.

Once the ticket is created, all subsequent communication with the external user would take place via their email address, while our team would be able to manage and respond to the request through Jira in the usual way.

Additionally, SLAs can be configured and tracked as needed throughout the ticket lifecycle.

Regards

[Marc -Devoteam-]

Hi @Priya Chakraborty 

See all related Jira Service Management documentation

[Priya Chakraborty]

Hello @Marc -Devoteam-  Thankyou so much for the response.

My query regarding support for ex-employees. Currently, if a former employee has any post-exit queries, such as Full & Final settlement concerns, service letter requests, or background verification requirements, they generally reach out via email. However, managing and tracking these email requests, along with monitoring their progress, can sometimes be challenging.

I wanted to check whether there is a mechanism through which ex-employees can raise a GPS Jira ticket without being granted access to internal applications, policies, or service desk platforms that were available to them during their employment.

For example, would it be possible to implement a solution such as:

• Email-to-ticket conversion, where an email automatically creates a Jira ticket; or
• An external form, which ex-employees can complete and submit, with the submission automatically generating a Jira ticket for tracking and resolution?

Any guidance on available options or best practices would be greatly appreciated.

Thanks & Regards

Priya