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Employee Onboarding

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  • 76 Topics
  • 213 Replies
76 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

3388
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Community Debut
23 days ago
shs_tim.hobson
Skilled Expert
shs_tim.hobsonSkilled Expert
asked in Employee Onboarding
Requesters siging in via the Portal are being created with time zone US rather than UK

We are finding that when requesters are logging into the helpdesk for the first time via the Google Account option, they are being created with a time zone of US rather than UK, yet if we manually create the requester accounts the time zone is set as UK. I have been told this is because their Google accounts are set to a US time zone but having looked at our Admin settings for our Google Workspace, we can confirm that the locale time zone is set to UK. Surely i’m not the only one having this issue?

203
shs_tim.hobson
Skilled Expert
1 hour ago
mjarzyna
Apprentice
mjarzynaApprentice
asked in Employee Onboarding
onboarding - limit who can fill out the form

In our onboarding flow HR enters in a new hire request via the portal. Then an email is sent to the hiring manager to specify the access the new hires needs. For compliance reasons this has to be filled out by the hiring manager or above. We have recently found out that some manager have been forwarding the link to subordinates to fill out.  Is there a way to restrict that link so it can only be accessed by the hiring manager? 

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mjarzyna
Apprentice
2 days ago
M
Apprentice
mschallmoApprentice
asked in Employee Onboarding
Offboarding Form Required Email for Deactivated Users

How are people handling the Offboarding Form, where it requires a user email, but the user is deactivated? For example, our HR department calls IT with a confidential, or urgent, user offboarding request requiring their account to be deactivated immediately.  We deactivate the user in AD, which then deactivates the user in Freshservice through AD integration.Because the user is now deactivated in Freshservice, when HR goes to submit the official Offboarding request, they are unable to enter the user’s email in the required field on the Offboarding form because the user is deactivted.

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eeha0120
Skilled Expert
3 days ago
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Skilled Expert
sean.groomesSkilled Expert
posted in Employee Onboarding
The Onboarding Module has single handedly killing my enthusiasm for Freshervice.

Onboarding tickets can’t be shared via the “share tickets with department” interface.Onboarding tickets form fields can’t be edited. Despite presenting a similar visual interface to Service Catalog Items, which _can_ be edited after submission.Onboarding tickets can be shared with the new Sharing API, but they won’t show up in Employe Journeys.Onboarding tickets submitted by other users do not show up for Business Agent users with Onboarding Supervisor (or general Admin level) permissions in Employee Journeys. Even though Business users licenses are marketed as a way to integrate HR and other business teams who might need insight into the onboarding process. These accounts can’t see all of the available Onboarding tickets in the Employee Journeys section. The tickets do show up in the tickets module, but look like every other ticket, which renders moot the whole point of the separate Employee Journeys section. Onboarding tickets are limited to (3) stakeholders. Any stakeholders added a

3616
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Community Debut
10 days ago
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Apprentice
SKOR_98Apprentice
asked in Employee Onboarding
Empty Description Field within Employee Onboarding Request

Hi all, I am currently experiencing an issue with my employee on-boarding form in regards to implementing it in an automation workflow. The issue is documented as follows with the following screenshots.Workflow for this processThe process goes as followsService request is raised Condition node checks to see if the subject is an employee on-boarding request An email is then sent out using placeholder fields, which is the ticket subject, ID and ticket description.However, Body of the email in the action node. Thankfully, the flow works successfully, barring one issue which is the ticket description is not received. Email Upon checking the ticket itself however to see why this might be, I noticed the actual description field was empty. Empty Ticket DescriptionIs there anyway to update the Ticket description field to contain the employee information or get the employee information into the email another way.

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Community Debut
30 days ago
M
Skilled Expert
MDaviesSkilled Expert
asked in Employee Onboarding
Employee Onboarding - Employee Information Not Populated via Freshservice API

I am wondering if anyone else has come across this and has found the solution; when I submit an Onboarding Request via the Freshservice API the Employee Information section is not being populated in the Parent or Child Tickets.This data is present when submitting the Onboarding Request manually:Onboarding Request when manually submitt​​​edOnboarding Request when submitted via the Freshservice APIAs the Child Tickets are being generated that suggests to me that the Onboarding Request flow is triggering correctly but the part where it ‘Add Hire’s Information to the Ticket’ is simply not happening on the Parent and Child Tickets:We rely upon automated Onboarding procedures (including automatic ticket generation) so without this information in the tickets, when submitted via the Freshservice API, they are not fit for purpose so I’m eager to get this fixed.

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M
Skilled Expert
1 month ago
F
fictionalData
asked in Employee Onboarding
Microsoft Exchange Orchestration - Create All Day Events

Hello! I’m trying to create our pass at using the Employee Onboarding module within Freshservice. I’d like to create a Microsoft Exchange calendar entry for the event “Date of Joining”, this is captured in a date field on the onboarding form. I want this to serve as a notification on a shared calendar as an All Day Event on the shared calendar for the relevant stakeholdrrs.I am attempting to create this in the workflow automator however, I’ve set the attribute on the Microsoft Exchange Orchestration Node to is_all_day to true; however when testing I get the error “Your request can't be completed. The duration of an event marked as All day must be at least 24 hours.” Does anyone have some guidance on how I can achieve this, or have any potential workarounds?   

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F
1 month ago
R
Contributor
rreesContributor
asked in Employee Onboarding
Employee Onboarding API (3rd party integrator Aquera) and Kit Assignment HELP- please confirm

Hello all, I wanted to see if someone can assist me in addressing a question I have before I sign a contract with a 3rd party integrator (Aquera). The goal is that our ATS (recruiting system- Greenhouse) will automatically send the employee onboarding to Freshservice after the status changes in greenhouse to “hired”.We fully leverage employee onboarding kits in Freshservice, and they work perfectly.The question is, when using the API for onboarding, are the only datapoints required the ones on the first page of onboarding?  Currently, when i onboard an employee directly in Freshservice front end, on page 1 i fill in the details that trigger the kits, but page 2 shows me the ouput of the automated kits, and i hit submit on page 2…With the API, i wanted to confirm that i’d only need to enter the datapoints, and that the API would automatically process that onboarding ticket INCLUDING the kits… Has anyone else done this or can confirm/help? Thanks,!! 

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R
Contributor
1 month ago
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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!

1943
Peter Helto
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 ?

42010
Peter Helto
Contributor
1 month ago
S
Contributor
sbatescpContributor
asked in Employee Onboarding
What role permissions are required to see the Employee journeys menu item?

I am in the process of setting our new Freshservice environment up and as part of this was yesterday working with a colleague of mine who i have setup as an onboarding and offboarding supervisor. When we went to look for some dummy requests i have sent in via the onboarding portal we realised they could not see the ‘Employee Journeys Menu’ containing the onboarding and offboarding requests?? In the end i made him an IT Supervisor so he could see it but he shouldn't be a supervisor. Please advise anyone ?? Thanks

1023
JananiPrasanthini
Community Debut
1 month ago
K
Apprentice
Kamil_WenApprentice
asked in Employee Onboarding
Onboarding for many Countries

Hello,I created Onboarding for my country. Other countries in our organization also want to implement this in their countries. I created a few worskpace for different countries but Onboarding is possible to set only for Global Settings.I can create separate workflowsflows or a service catalog for each worskpaces and it works great. Unfortunately, in onboarding I cannot set many things depending on which country will start onboarding. For example, the email to the manager is common so it cannot be personalized depending on the country that started onboarding. And paretn and child tickets only have a fixed setting to which workspace it is to be assigned.How I can customize Onboarding for few country?

70
K
Apprentice
1 month ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
posted in Employee Onboarding
Minor bug: Icon for employee offboarding is no a transparent png

I believe the icon for employee offboarding was accidentally not made transparent like the employee onboarding one:This is visible in dark mode @alyssia.correa tagging you for direct dev report

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msconfig87
Skilled Expert
2 months ago
D
Apprentice
d.itterApprentice
asked in Employee Onboarding
Comprehension problem - service item for onboarding sets

I have a problem understanding the onboarding process.I have built sets that receive both mandatory service items and optional ones. For example, I want HR to determine whether an employee should receive access to a certain software. When filling out the form, the corresponding Service Item is also selected, but ultimately this information is not transferred to the onboarding ticket. I know that you can also attach Service Items to the ticket itself, but as i said, this should not always be the case, but only as soon as it is specified by HR. So how do I specify that a corresponding ticket is only created if the corresponding service item has also been selected?

170
D
Apprentice
2 months ago
Julien Benvic
Apprentice
Julien BenvicApprentice
asked in Employee Onboarding
Onboarding Automation

Hi, I’m setting up onboarding on our company and i’m having issues, maybe my way of doing it is not the good one.here is a quick example : i’m using checkbox, or drop down (for yes/no) to ask HR if the onboarded user will get a laptop.afterward i’m creating ticket related to laptop creation to IT.How can i trigger ticket creation regarding the result of the dropbox or drop down list ? [in my case i always create it with “NO” and send it to IT which is useless.I even tried automation to “read” the description where it’s said “NO” (as i add this field automaticaly in the ticket creation) but the description is said to be empty (even if i see my result). any advices how to change my initial process, or the automation to delete automaticaly this useless ticket ?thank you !Julien 

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Julien Benvic
Apprentice
4 months 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

2973
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Community Debut
4 months ago
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Community Debut
wk-martinCommunity Debut
asked in Employee Onboarding
AD Orchestration - Account name length and special chars

Hi all,as AD user creation is a critical step in the onboarding process, I want to avoid any technical limitations. Here espacially the samAccountName is limited to 20 characters. In the onboarding process, which will start at HR, the given name and surname is filled in without any restrictions.As an additional challange in German language we have special characters like: ä, ö, ü and ß.I would like somehow to use the expression builder to check the name for the charachters and replace them. Also check the lenght of given name + surname in the format: GivenName.SurName < 20 charsAny idea how to create such expression?

311
W
Community Debut
4 months ago
jglassman
Contributor
jglassmanContributor
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.

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Community Debut
4 months ago
M
Apprentice
mbronsonApprentice
asked in Employee Onboarding
Employee Onboarding - Hiring Manager Notifications

Hi all!We are just starting to use the onboarding module. In our case, HR fills in the employee details, and then the hiring manager selects the various items/build kits. From what I can gather, the tickets get opened under the HR person. Once the hiring manager completes the form, they are no longer kept informed of the status of the onboarding request.HR wants to keep monitor all of the new hires (from submission to completion) to ensure they are ready for their first day), and the hiring manager as well for their specific hire(s). How have you handled this? 

2594
michaelmartel
Skilled Expert
4 months ago
ncorneau
Contributor
ncorneauContributor
asked in Employee Onboarding
Creating Tasks via Workflow for Specific Tickets

We’re in the process of setting up the onboarding with FreshService.  I’m trying to find out if there’s a way to accomplish what I’m hoping to achieve.Right now, we have it set up so the onboarding creates a parent ticket which includes are requested service items.  However, I would like to create a task for each requested service item and have a workflow add tasks for each item on one of the child tickets.  Is there a way to route the workflow so it will only add the tasks on one of the children, rather than all of them?For example, can I have it so that the workflow can add the tasks for each service item to a child ticket titled “Enterprise Applications” or something like that?  I can’t figure out way to have it read / filter through the subject of the child tickets and only add the tasks to that particular one.I’ve included an example of what I created as a test.  However, as of right now, it adds a task to every single child and I only want it to be on one of them.  Any help would

1111
Hubert.Panszczyk
Contributor
4 months 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

742
ncorneau
Contributor
4 months ago
G
Apprentice
GalexandApprentice
asked in Employee Onboarding
Onboarding Automation - Move an Onboarding Ticket to a specific Workspace

Has anyone created an Automation to move an Onboarding request to a specific workspace? 

582
S
Community Debut
5 months ago
L
Skilled Expert
lulrichsSkilled Expert
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??

2772
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Community Debut
5 months ago
S
Apprentice
SmartPApprentice
asked in Employee Onboarding
How to change the joining date of future employee

For various reasons, the joining date for a new hire may change, either brought forward or pushed back.At the moment HR add a note; but with our automations looking at the Joining Date field from the onboarding module, we can’t find a way to edit the content and adjust it to the new date. Has anyone else met this issue and, if so, how did you work around it?

450
S
Apprentice
6 months ago

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