Best practice - offboarding Jira Service Management Customers. Delete or Revoke?

[Jeff Wynne]

Our Jira Service Management project is an internal Service Desk. I want to understand what the best-practice is when we are offboarding staff who have left the business. Should we a) Delete the account or b) Revoke the access?

I understand Delete is removing the account but will all tickets stay in the system for record/reporting purposes? If so Delete sounds good. I would assume Revoke is only going to be if there is a chance we need to re-enable the person in the future. 

If I delete can I add the same e-mail address again in the future? (albeit without the new account having access to the old account's history.)

Thanks for any clarity you can give me on this.

[Dirk Ronsmans · Accepted solution]

Hi @Jeff Wynne ,

i feel like revoke is the best option here.

Delete will really remove the account so 99% sure the history will also be gone. Haven't had a need to re-invite someone that created a new account on an "old" email but since internally they have a long account id (like a guid) I fear the new account might have another one.

Going by this article some information is retained but they will show as "Former User" if you delete them.

https://support.atlassian.com/jira-cloud-administration/docs/deactivate-or-delete-managed-accounts/

Like the articles says, start with revoke to be safe, you can always delete later on:)

[Jeff Wynne]

Thank you @Dirk Ronsmans - very helpful. I think just based on the screenshot in that article which shows the 'former user' replacement text, it's going to make sense to go with Revoke rather than Delete. I will want the reporter name along with the issue itself for historical records. 

Thanks again!