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Hello everyone,

We are building our own Offboarding module on Freshservice and using two service requests to achieve this.

 

First service request SR1 is filled by the HR who initiate the offboarding process for an employee and this service request sends a link via email with details to the second service request SR2 to be filled out by the employees manager. SR2 contains additional items which creates child tickets assigned to different agent groups to action their tasks for the offboarding process.

Here is the problem, we want to have field values from SR1 and SR2 put together which can be viewed by all agent groups at the parent ticket level. Right now, SR1 and SR2 have no connection and the manager goes through the email to input same values on SR2.

We tried adding SR2 as an additional item, making SR1 as a bundled service request, but everything on that bundled service request has to be filled by the HR. We want to have SR1 filled by the HR and SR2 by the manager.

I’m looking at so many different ways to accomplish this and reaching a deadend.

-Can we create automation to merge the two service requests? Will that have values from both together?

-Can a bundled service request be filled by one person? Leaving the additional service requests to be filled by another person?

-Are there any orchestrator apps available to achieve this?

Would really appreciate if anyone can provide any kind of suggestions.

Thanks.

Hi Melwin,

One idea that springs to mind (please take with a grain of salt as I have not actually tested).
SR1:
Create fields in SR1 that would match the fields in SR 2. Then, use business rules to ensure they are not visible/mandatory to the requester, but they are still visible to the agent.

SR2:
Create a mandatory field for the manager to enter the Ticket ID.

Then continue your existing flow:

  • SR1 is raised by HR and manager is sent link to SR2
  • Manager inputs Ticket ID in SR2 and fills out the fields
  • Create a workflow that triggers when SR2 is raised. You can have a “Update Service Request” Web Request that uses the SR1 ticket ID and populate SR1 custom fields with SR2 field entries (the ones that were hidden to HR but exposed to agents)
    • Perhaps add an action to automatically close SR2
  • Can likely create tasks for SR1 as well based on field entries using Web Request

Like I say, haven’t had this requirement in our own instance so not tested and proven. At the very least, I hope it aids in your brainstorming. A lot of Fresh administration is coming up with creative ways to solve problems!

Hello everyone,

We are building our own Offboarding module on Freshservice and using two service requests to achieve this.

 

First service request SR1 is filled by the HR who initiate the offboarding process for an employee and this service request sends a link via email with details to the second service request SR2 to be filled out by the employees manager. SR2 contains additional items which creates child tickets assigned to different agent groups to action their tasks for the offboarding process.

Here is the problem, we want to have field values from SR1 and SR2 put together which can be viewed by all agent groups at the parent ticket level. Right now, SR1 and SR2 have no connection and the manager goes through the email to input same values on SR2.

We tried adding SR2 as an additional item, making SR1 as a bundled service request, but everything on that bundled service request has to be filled by the HR. We want to have SR1 filled by the HR and SR2 by the manager.

I’m looking at so many different ways to accomplish this and reaching a deadend.

-Can we create automation to merge the two service requests? Will that have values from both together?

-Can a bundled service request be filled by one person? Leaving the additional service requests to be filled by another person?

-Are there any orchestrator apps available to achieve this?

Would really appreciate if anyone can provide any kind of suggestions.

Thanks.

 

 @MichaelS24’s idea sound good. 


 

 

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