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Employee Onboarding

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  • 59 Topics
  • 172 Replies

59 Topics

suvashini.balashanmugam
Contributor
suvashini.balashanmugamContributor
published in Employee Onboarding

Navigating the Onboarding Maze: A lesson from Maya's Journey

Hello Freshworks Community!How's it going? Hope you all are having a great week so far!I’m Suvashini, Prinicipal Customer Success Engineer here at Freshworks! I’m also your Community SME and my key product focus areas are Freshservice and Freshservice for Business Teams!I wanted to share some best practices on corporate on-boarding and thought the best way would be through a story! So grab you cuppa coffee or tea and let’s dive right in ☕🍵🤓! ⛈⛈ Rain hammered against the sleek glass windows of Technex Corp HQ, mirroring the storm brewing inside Maya. Her first day as a data analyst, and the only welcome she'd received was a generic automated email with a login and a frowny-faced Slack invite called "Newbie_Hole" "Ugh, where's HR?" Maya sighed, scrolling through the endless channels of a cluttered digital workplace. The "Newbie_Hole" was a firehose of questions and frantic emojis, none of them answered.Suddenly, a notification popped up, a video call request from "TechNexBot_Onboarding

1003
suvashini.balashanmugam
Contributor
7 days ago
desktopsupprt1
Skilled Expert
desktopsupprt1Skilled Expert
asked in Employee Onboarding

Re-Send hiring manager email

When an onboarding request is created by HR, the Reporting Manager gets an email.How can we manually re-send this email from the system.(Scenario - manager does not remember getting the email, or whatever, can we just click a button to resend it)

3
L
Top Contributor
6 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

How to set due date as custom onboard field?

I cannot, for the life of me, figure out how to set the due date on my Onboarding tickets as the date/time that is entered on the form.  I created a custom field to identify the new employee’s start date and time.I tried using the expression to capture the date & time, then set the due date using that expression, but it just simply not working.This can’t be as difficult as it’s turning out to be, someone help me, please!😅

6
suvashini.balashanmugam
Contributor
7 days ago
L
Apprentice
LiratApprentice
asked in Employee Onboarding

samAccountName no more than 20 characters

How did you solve the issue with limiting the samAccountName to no more than 20 characters?My workflow is running smoothly now, but if a name exceeds 20 characters, it doesn't work. Unfortunately, I need to have an entry there?    

0
JackBDMN
Apprentice
8 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

Business Agents and Onboarding?

I have a few different Workspaces set up because I want to make sure that all of our different areas for ticketing purposes are streamlined within different areas of the software.I currently have a separate HR Workspace set up mainly for Onboarding/Offboarding purposes.  Through the Onboarding Flow, I am going to have the ticket be created in that specific HR Workspace.  The following screenshot is to give you an idea of how it’s set up:We obtained the Business Agent licenses for these Onboarding purposes, because the HR/Training teams will only need to handle simple tickets/tasks.  The caveat here is that I’m unable to add them to an Agent group in the “Primary” Workspace (in order for them to raise the requests on the portal), because apparently Business Agents can’t be part of “IT” Workspaces.  But now, because they are technically “Agents,” I also can’t add them to a requester group!Am I missing something here??

1
L
Top Contributor
13 days ago
M
Skilled Expert
martin.jSkilled Expert
asked in Employee Onboarding

Ability to hide old fields on Employee Onboarding

Over time, fields on the Onboarding form are no longer required, but deleting them deletes the actual object and so all previously logged forms will loose that data.Is there a way to HIDE fields on the form? This is possible on Service Requests, but cannot find in Onboarding. This seems like a very simple request, but it’s frustrating have old unrequired fields on an Onboardiong form that we have to try and label to inform people not to fill in….

3
M
Skilled Expert
22 days ago
ncorneau
Contributor
ncorneauContributor
asked in Employee Onboarding

Show Kit Items on Multiple Tickets

We’ve recently started using FreshService and I’m working on implementing the employee onboarding.  I’ve set up the stakeholders and they have the ability to select items from the service catalog with the kit that was built in the employee onboarding.At this point, I’m working on setting up the ticket creation portion on the onboarding.  However, we have a couple people who are part of the initial user setup.  I’m wondering if there’s a way to have the items selected by the stakeholders show up on multiple tickets.  Right now, I have those kit items added to the parent tickets, but I am looking to have the items selected also show up on a couple child tickets.Originally, I though these may be synced with the Parent-Child Synchronization app, but it doesn’t appear that this can be done that way.  Can this possible be accomplished in some other way such as an automated workflow?I’ve included a screenshot as an example of what I’m looking at.  The image below shows a couple of the onboard

1
P
Skilled Expert
24 days ago
ayounkh123
Top Contributor
ayounkh123Top Contributor
asked in Employee Onboarding

Freshservice Onboarding - Custom Attributes & OU Automation

Hello CommunityI am new to Freshservice and managed to start using the Employee Onboarding via Orchestration.Unfortunately, I tried all my best and failed to achieve below Tasks.Office & WebPage Field using Custom Attributes Created User Move to their respective OU based on the Department they selected when filling up the formFor Custom Attributes i tried all my best but didnt succeed and even got support from Freshservice - they are keep saying check your AD or with Microsoft.Manual way through Powershell on native works.Can any of you if experienced such help me out ?This would really be helpfulMuch AppreciatedRegards

13
Tanu Bansal
Community Debut
27 days ago
moose-boost
Apprentice
moose-boostApprentice
asked in Employee Onboarding

Employee Onboarding Fields

I’m trying to figure out how to update the fields that will be displayed to the HR people making new on boarding requests. Currently its just employee name. We are working on a automated pipeline that will check for a email address exists off firstname, if exists then check fname.lname then makes them and does the same with okta. But I can’t figure out how to get a fname and lname in the form. 

4
M
Skilled Expert
28 days ago
S
Apprentice
Sean L.Apprentice
asked in Employee Onboarding

Employee Onboarding Request - Editing Form Fields for Parent Onboarding Ticket

We’re testing the Onboarding workflow and integration with an IAM solution. In testing, I’ve learned that some of the values originally entered into dropdown fields have been updated and I need to amend these values to match.It seems that the onboarding form is a “one and done” configuration, as I’ve been unsuccessful in locating a way to edit/update those dropdown values.Am I missing something? If so, please share where I should look to edit them.Thanks!

1
S
Apprentice
1 month ago
phongshader
Contributor
phongshaderContributor
asked in Employee Onboarding

Onboarding ticket automations

I would like to create an onboarding automation with a flow something like this:but it seems that child tickets are created independently from the hiring manager “kit”. I’m new to this so I may be approaching this all wrong. Are there any tutorials or good resources so I can learn/create a good onboard process similar to the flowchart or some better flowchart?

0
phongshader
Contributor
1 month ago
phongshader
Contributor
phongshaderContributor
asked in Employee Onboarding

Onboarding Automations

I would like to create an onboarding automation with a flow something like this:but it seems that child tickets are created independently from the hiring manager “kit”. I’m new to this so I may be approaching this all wrong. Are there any tutorials or good resources so I can learn/create a good onboard process similar to the flowchart or some better flowchart?

0
phongshader
Contributor
1 month ago
GlennP
Apprentice
GlennPApprentice
asked in Employee Onboarding

Onboarding Request Visibility in the Support Portal

Is there a way to allow all users within our HR department to see all Onboarding requests ? At the moment, when a HR user logs into the support portal and requests a new employee all of the tickets are created and that request is visible in the support portal under onboarding requests. However, if another HR user logs into the support portal they cannot see that onboarding request and they will occasionally submit another request for the same new employee. If there was a way to allow an entire department see all Onboarding requests, that would be awesome but I can’t find anyway to do that. Am I missing something ?

3
GlennP
Apprentice
1 month ago
christianBWG
Apprentice
christianBWGApprentice
asked in Employee Onboarding

Populate office address for employee onboarding

Does anybody know if it is possible to bring in the address details from the “Locations” page and use them in an employee onboarding workflow? Locations Ideally, I should be able to reference “Street”, “City”, “Zip/Postal Code”, etc. and populate the ‘Address’ tab in AD, but I don’t see the fields. There are just 2 options (“Location” and “Location ID”): WorkflowIf I go with “Location”, it literally prints the name of the location, e.g.:  AD properties  I have seen “liquid filters” but don’t really know how to get started. Does anybody know how to achieve this?

6
H
Apprentice
1 month ago
C
Top Contributor
CJ WoodsTop Contributor
asked in Employee Onboarding

Standard Build Laptop Service Request Item

We have multiple laptop models that comprise our “Standard Build”. I was hoping to get some insight how others have tackled the issue of not being able to associate multiple device types to one Service Request Item. Not being able to do so means that I cannot assign a “Standard Laptop” Service Request Item to my Onboarding Build Kits.   

0
C
Top Contributor
1 month ago
M
Community Debut
mlp_tbozeglavCommunity Debut
asked in Employee Onboarding

Setting Additional Attribute Values during Azure AD Orchestration - Create User

I have a ticket open with FS support but to this point they haven’t been very helpful in resolving this issue. Hoping someone here in the community can help.Long story short, I am looking to provision new users as part of our user onboarding workflow automation to our Azure AD tenant. While I’ve largely worked out most of the kinks, I’ve found there are a number of additional properties/attributes to the user accounts that I’d like to also automatically set when the automation creates the users. I thought this would be easy, but nope… it hasn’t.In my situation, I need to set a value for the user’s telephone number as part of their standard provisioning. The value doesn’t have to be anything specific, just that it has a non-null value. The reason is because we have cascading group memberships that largely hinge on the user having a telephone number before any of those permissions and memberships will take effect. Since FreshService’s app orchestration doesn’t have a built-in field for t

1
C
Top Contributor
1 month ago
T
Apprentice
TheITHelpdeskGuyApprentice
asked in Employee Onboarding

Add dynamic sections in Employee Onboarding

Why can’t I use this feature (first screenshot) when at the top of this (second screenshot) I am able to 

3
P
Skilled Expert
1 month ago
T
Apprentice
TaniaSuApprentice
asked in Employee Onboarding

Ability to select filter view for tickets section on the portal homepage

It’d be useful to be able to easily select a status filter what we want to see on the portal homepage for the tickets section.Our use case includes bypassing the approval process for onboarding so they are “in progress” instead of “pending for approval”. 

0
T
Apprentice
2 months ago
R
Contributor
RMG.TDAContributor
asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch

Hello everyone,For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch.I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders.I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation:$UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $DomainTo get the result john.smith@company.local for example.Does the app just accept the command as raw input? Or do I need to dress this up somehow?

6
zachary.king
Skilled Expert
2 months ago
jglassman
Apprentice
jglassmanApprentice
asked in Employee Onboarding

Employee Onboarding Stakeholder URL Visibility

When creating an onboarding request, we have the HR manager choose a reporting manager as a stakeholder, who will get sent a link with a custom URL to choose addition items. Is there any way to get visibility on that URL? We had an issue recently where the HR manager put the wrong email in that field, so the email was just going into the void and we had no way of getting that custom URL to the correct place. Our only workaround was to cancel the request and put in a new one. So I’m wondering if there is a way to get that URL as part of either the request itself or from the API so that we can manually send the link out.

1
jglassman
Apprentice
2 months ago
R
Contributor
RMG.TDAContributor
asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch for User Creation

Hello everyone,For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch.I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders.I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation:$UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $DomainTo get the result john.smith@company.local for example.Does the app just accept the command as raw input? Or do I need to dress this up somehow?

0
R
Contributor
2 months ago
Charles Roye
Community Debut
Charles RoyeCommunity Debut
asked in Employee Onboarding

Navigating Challenges in Novel Work Environments

As we continue to adapt to the ever-evolving landscape of our work environments, I find myself pondering a nuanced question that I believe merits our collective insights and experiences.Given the dynamic nature of contemporary workplaces and the rapid integration of technology, how have you successfully managed the balance between embracing innovation and maintaining a sense of stability within your professional roles? Additionally, what specific strategies or tools have you found most effective in fostering resilience and adaptability among your team members during times of significant change?

1
Charles Roye
Community Debut
2 months ago
McGr
Apprentice
McGrApprentice
asked in Employee Onboarding

Creating AD Users based on custom request form

Very much a newbie to this, but absolutely struggling to figure out where to begin.  I’ve created a custom service request form for employee onboarding. With many custom fields to boot.  Two such fields would be “New Hire First Name”, and “New Hire Last Name”but this is what’s confusing. From the documentation surrounding the AD orchestration app it would seem I could use a filter to pick up the data and deliver it into the payload. But how do I do this?The examples show {{ticket.ri_cf_name}} however, does that mean I should use request.ri_cf_Employee_first_Name or is there a different way to identify the fields used in the form that I want to use? 

2
McGr
Apprentice
2 months ago
W
Top Contributor
WAWPFTop Contributor
asked in Employee Onboarding

Submission requests not showing under Onboarding Requests?

Hello! I am trying to get the Onboarding form working for our users to use, but I am running into an issue that I would like to resolve before rolling it out. Once someone submits a request, they are directed to the ticket page and a ticket is created in our system. However, it they go to the Main portal home page and click on Onboarding requests, it says “Everyone’s on board!” and it does not show their submission, despite the fact that it is open. However, if they go to https://domainname.freshservice.com/support/employee_onboarding and click on Request in Progress, it shows up there. I think this behavior would be very confusing to our users, so I’d like to know how to resolve it before rolling it out.How do we make onboarding requests show up on the main portal page? 

4
Daniel Söderlund
Skilled Expert
3 months ago
S
Top Contributor
sherisegTop Contributor
asked in Employee Onboarding

Workaround for Reporting Manager Portion of the Module

Right now, the onboarding module relies on the reporting manager to make their selection from the build kits before the main ticket can even be created for the new onboard. I believe there may be two paths forwardTo find a workaround where the main ticket is created before the reporting manager is notified. To remove the reporting manager from the onboarding form portion and find a workaround to still use onboarding kits. Has anyone found a workaround for this?    

5
D
Community Debut
3 months ago

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