New Company Email – Zendesk Adminstrators

Overview

This article outlines the process for updating or adding company email addresses for users who no longer have access to their previously assigned email.

Policy Callouts

It's important to note that this means their old @grubhub.com username will be deactivated and a new @grubhub.com will be provisioned for this new email. Any accesses, tools, etc that a user needs will need to be requested just as a new training class would be via the GHCPS Onboarding form.

Reference

Scenario: A user's Company email address changes and they no longer have access to their previously assigned Company email

This is a really common scenario, and unfortunately, the only way to change a user's email (or unique identifier as it is referred to in the SFTP file) is to treat it as a new employee. There is no way to edit any information after a user has already been provisioned.

Users Who No Longer Have Access

Any user who no longer has access to their @company.com address will need to be terminated via the SFTP file.

This MUST be done to avoid duplicate accounts for a single user and issues with inactive account triggers.

Find the user in your company SFTP upload
Update the Employee Status column to 'Inactive'

Update the Termination Date column with a valid date in the MM-DD-YYYY format
- NOTE: you must enter the current date or a previous date, DO NOT enter a future date

Allow a successful upload cycle for this change to take effect

Adding New Company Email

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Their new @company.com email will need to be added as a new line in SFTP, just like a newly hired user.	Under the last line in your company SFTP file, add the user as you would a new hire Ensure that the Employee Status column is 'Active', not 'Rehire'	Update the Hire Date column with a valid date in the MM-DD-YYYY format NOTE: you must enter the current date, DO NOT enter a previous or future date	Allow a successful upload cycle for a Grubhub username to be provisioned for the new @company.com email address NOTE: for same-day provisioning, ensure the file is uploaded, without errors, before noon CST