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mass removing customer accounts

Our servicedesk registers issues from incoming emails. Customer accounts are autoregistered. 

Some people never returns, or leaves the company their email is from. Some incoming mail is spam and phishing.

These have gathered for a few years now and one client with thousands of employees have asked us to review and remove their former employees that can no longer access the emails they registered with, and that they no longer wants to be able to access incidents from their ex employer.

What would be helpful?

  • A feature to filter user accounts from when they last contacted us, or we contacted them.
  • Or if their mail account bounces our messages
  • And also the feature to remove, disconnect from or servicedesk project. Request them to confirm their accoutnts or that we could deactivate these accounts.

What possibilities are already in place?

Which ones would be suitable, possible or impossible to develop?

Kindly
Jim

2 answers

We have explored the possibilty to export lists of incoming emails to our own exchange-mailserver and get last date out of these. But apparently this is not possible with any default features our IT dept possesses.

But mails sent directly to our Jira Servicedesk.adress jira@servicename.atlassian.net never passes our exchange, so it would not be complete anyway.

Is thera a way to get reports of all incoming mail sorted by adress and date to get a list and cross reference with?

(Should have posted this as a separate coment previously), Sorry for replying to you @Jack Brickey )

0 votes
Jack Brickey Community Leader Jun 15, 2021

Not ideal but here some things you can due today…

  • administration - user management - Jira service management, export customers and use excel to sort by last active. You could construct a formula to highlight customers to revoke access on
  • you have the ability to revoke access on customers

I don't think that "Last active" actually represents when the user last received or mailed in a response from one of their issues.

Customers seem to be able to mail in issues and get responses and keep communicating without ever activating their accounts and logging in to their account or portal.

So if I remove all that never logged in I'm afraid that it will make them lose the connection to their issues.

... yes. As I thought. There are users even with presently open and active incidents that have not logged in since 2017. That data is not possible to determine if an account should be removed.

But I might be able to export all incidents and try to crossreference reporter values to fin which user hev not been communicated with in over a year.

Though the incidents Updated Date and Resolved Date are not really an indicator that the user has been active in responding or not within a specified time frame.

Is there any data that can be extractedfrom Jira Servicedesk Management that says when a user last mailed in?

We have explored the possibilty to export lists of incoming emails to our own exchange-mailserver and get last date out of these. But apparently this is not possible with any default features our IT dept possesses.

But mails sent directly to our Jira Servicedesk.adress jira@servicename.atlassian.net never passes our exchange, so it would not be complete anyway.

Is thera a way to get reports of all incoming mail sorted by adress and date to get a list and cross reference with?

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