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?
What possibilities are already in place?
Which ones would be suitable, possible or impossible to develop?
Not ideal but here some things you can due today…
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?
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