Best permission scheme for an offboarded employee with a personal E-mail

Question

Our HR department would like our team to take over reaching out to staff for their shipping address.  We recently started using JSM and I'm not seeing a clean workflow for this. Any suggestions?

* We restrict using JSM to our internal domain and do not want to "allow all" domains
* We use Guard with mandatory Okta 2fa but an individuals personal E-mail will never be enrolled for this.
* We'd like to automate an E-mail to the personal E-mail address listing the shipping address we have on hand, and take them to a form to update the correct address.  We are also ok with JSM processing an E-mail reply with the shipping address.

The hopes were this can all be done via E-mail but it appears we have some serious snags in that we essentially have to "onboard" the person's personal e-mail to JSM, just so we can assist with their offboarding.

Greg Zielinski · Answer

This makes sense.  We're an Exchange e-mail shop but will play around with forwarding rules

Christopher Yen · Answer

Hi @Greg Zielinski ,

I had a similar use case with the same internal domain restrictions. Our workaround was to use a service account with an internal domain, and a google script that forwarded emails received from external senders to Jira. We needed a google script because using the native forward function from Gmail the JSM mailbox still recognized it as an external email.

We sent an email to the external email address from the ticket with the issue key in the subject line and reply to set to our service account, as long as they replied to that email it would get logged back to that ticket.

If this is something that might work for you I can share more details or the script we used.