Employee Onboarding

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 forward To 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?

Hi Everyone, I’m new to Freshservice and I’m looking at the new employee onboarding. I think I have everything setup correctly, but when I test it the ticket that is created does not contain any of the form information or the requested service items that I added to the kit. I’m sure I’m overlooking something, but I just can’t seem to find where the disconnect is.

Hi all, I would like to see only tickets having to do with Source=Onboarding. So does the filter not allow that for some reason?

Hi everyone. My IT Department used to use custom Service Catalog items for Onboarding. I recently switched to the Onboarding module and have noticed an incongruence. My company is international, so we use the world DD-MM-YYYY date format on our service desk. Each office creates it’s own service requests. I create them for one of our USA office. In the past, the DATE object, when inserted as a Placeholder into a ticket title would insert it in MM-DD-YY format. My Onboarding tickets do not do this, they are formatting DD-MM-YYYY (the person below starts tomorrow, I watched the HR person pick the date and know it was done correctly). Does anyone know a way to chage this on a per-form basis? I woudl like the dates to format correctly for my USA users without forcing all my international users to use our dumb USA date format*. Thank you *the international dd-mm-yyyy format is superior, for the record. But I can’t change the whole country, so I ahve to live with it.

I have set up a workflow with the employee onboarding module. To achieve this, I have configured the Microsoft Active Directory Orchestrator App. Everything is running smoothly, and I am able to create AD accounts. However, the issue I'm facing is that when an AD account is created, it doesn't automatically generate an email account in Exchange. Do any of you possibly know a solution for this?"

Hello Community, We had introduced hiring manager field in onboarding form, which is based on data source “all Users”. as per our new requitement we want to send following notification mail to hiring manager when onboarding ticket raised in freshservice. “Hi <Hiring Manager>, We have received your onboarding request for <employee name> starting on <start date>.” So to implement above requirement, we have created the workflow.but we are not sure how to fetch email address of hiring manager using workflow. Could you please provide your solution/view on the same?

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece. We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding. How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better? -Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list. The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

currently on version 6.2.2

Hello, My onboarding is working and creating a user in the correct OU in AD. It also fills in most of their information. However, for the “manager” field, if I use their John Doe name it won’t work and throws an error saying that it can’t find such a name. If I use JDoe it works fine, but this field pulls from Freshservice a list of all the managers and is a dropdown on the onboarding form. I’m not sure why it’s not working, because the full name is the distinguished name. In other words, only the SAM account name will work in that field, not the actual name. What am I doing wrong?

Hello, I have two problems with employee onboarding. I’m having trouble with placeholders in the employee onboarding process. I set up the process with the information we need from HR. Later on, I went back and added a couple more fields. The fields I added later do not show up in placeholders for workflow automations. I’ve tried to copy the syntax from ones that show up but it’s not working. For example: {{ticket.onboarding_request.actor_1.cf_employee_name}} - Added first, shows up and works {{ticket.onboarding_request.actor_1.cf_announcement_text}} - Added later, doesn’t show up and not work Any reason these placeholders are not showing up in the workflow automations? Second issue. When an onboarding request is generated it creates a ticket with no information. How can I get the information that HR fills out in the onboarding request?

i am wondering, in some tools i used before an agent had the possibility to set a ticket as a potential P1 or P2 that triggerd a com to the assigned team (linked to the category) and incident MGMT as a potential P1 or P2 was there and the ticket had to be approved by them before taking the priority, would this be possible in fresh?

Hello, I have a customer that uses the onboard module and works fine but they have issue where departments are depending on each others. I know you can setup predecessor ticket but some tickets are depending on 2 predecessor tickets. Example: First group creates a User sign in ID second group creates phone number. There a ticket that is successor to the first ticket(Create user sign in ID) to enable OTP but they need the phone number and User ID. The customer has custom ticket fields to share data between tickets but can only done to parent via API or successor via Action node. Don’t want to set the ID ticket successor to the Phone numer ticket. Any ideas on this ? //Daniel

Hi Team, Currently, our on-boarding form is… an e-mail. There are a lot of fields in it, some answers should be conditional, depending on previous fields, some fields should be dynamic dropdown lists (e.g. who will be the manager? Which will be the department) where choices come from external systems, etc. Obviously, I would like to create something better than an email where I can make no control (and most of the time, forms are incomplete, incoherent...) but I found no way to build directly in Freshservice such complex forms… So, imagine I would be able to construct some external services that dynamically builds an html+js form, how could I integrate it to Freshservice so that I could activate all the automation power of Freshservice to create AD records, sub-tickets and so on for our onboarding process? Thank you for your ideas! Jérôme

I’m investigating the employee onboarding module in Freshservice, and I’m wondering how it deals with changes in information. Here’s an example of what I mean: Let’s say we have an onboarding form with two fields, both text fields. * marks fields that are required: Name* Bank Account Number And let’s say there are two child tickets created. The second one depends on the first being completed: “Create computer account” (includes the “Name” field) “Add user to employee database” (includes the “Bank Account Number” field) Let’s pretend that the employee doesn’t have a bank account number NOW, but will before they start, and let’s also pretend that HR typed the employee’s name wrong. My questions are: Can HR go in and change the spelling of the name after the fact? If they can change the form, what happens to the child tickets? Does the Name field update in the ticket to show the correct name? Is the assignee of the “Create computer account” ticket notified that a change was made? If HR ca

Testing the Onboarding process and wondering if anyone has come across this issue where the created ticket states the form details were not given. See below: Suggestions anyone?

We are rolling out a new deployment of Fresh Service and are working on the Onboarding process. How do we create a conditional child ticket? IE, we use SAP, but not all users require SAP. I have a Build Kit setup for SAP, and a Service Request object for SAP, but selecting the Build Kit for SAP does not automatically generate a child ticket for an SAP account creation. So, what’s the point of the Build Kit? Additionally, if I go to the Create Child Ticket section of the Onboarding it doesn’t look like I can specify conditions to trigger those tickets. So, how do I go about creating a child ticket for SAP setup if our HR manager checks the option for SAP access?

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

I want to create a report on all onboarding requests where the Date of Joining is today. I am unable to create such a report as the Date of Joining is a field in the Onboarding Request form and not a field in the ticket form. So seems like there is no option to create a report with Date of Joining as a filter criteria. Any workaround is appreciated. As a general comment, lately I am finding a lot of shortcomings in the Employee Onboarding module of Freshservice. Lot of simple features are missing.

Is there way to make an onboarding field conditional mandatory. For example, if field 1 has a particular value, then only field 2 is mandatory. This is possible for ticket form fields and service items by using Business Rules but Business Rules are not available for Onboarding form fields.

I'm having issues when i try to edit successor tickets. When i click on the pencil i get an error Uncaught TypeError: Cannot read properties of undefined (reading 'find') Does anyone else having this problem or know how to fix it?

In the onboarding form, one can add dropdowns such as Location sourced from locations, Hiring Manager from All FS Users, etc. But, in an automator processing the request, it doesn’t seem like we can get attributes of these items, like “hiring manager email” or “location country” and so on. For example, if we use this placeholder (“Location”): {{ticket.onboarding_request.actor_1.cf_location}} We get the location name, but if we try (details like this are necessary as part of account provisioning): {{ticket.onboarding_request.actor_1.cf_location.country}} We get nil. How does one get at data “behind” a form field like this? Is anyone doing this successfully? (for what it’s worth, we’ve solved a couple cases like this by doing API queries back at Freshservice, but that’s odd and clunky compared to just having the data available)

I am looking for a way to group the available service request items together on the hiring managers view in Employee Onboarding. We offer a lot of hardware and software options to all of our new hires so when the hiring manager goes in to select the service items they need they are presented with a super long list of all items from the various Onboarding Kits that were setup in alphabetical order. There is no grouping based on the kit or even the type of service request (hardware vs software). It would be super helpful if they were presented a list of each Onboarding Kit, then could expand that kit and pick the items they need from each kit. I have put in a feature request with support but without enough interest from other users I’m not too sure if it will ever be implemented. Has anyone else ran into this issue? If so, any tips or tricks to help with the organization?

Dear Freshworks Community, Has anybody succeeded in implementing the Employee Onboarding module in a multi-tenant (MSP) configuration? We are a group with multiple companies across Europe, a configuration which is by no means unique. Our companies have various onboarding processes, and implemented in each country’s local language of course. Many thanks David

Hi there, Problem: We need to send a copy of the onboarding request to the supervisor, payroll, inventory management and other departments. I’m trying to figure out a way to get the application to send a automatic email to the people Cc’d in the onboarding request when ‘add people’ is pressed. My understanding is that you need to press ‘add people’ to add the CC receipt and then comment on the ticket for the new comment email to be sent to them - this is annoying because its a extra step, when you add someone they should receive a email automatically. Is there anyway to send emails to people when they are added as CCs using the ‘add people’ button. How do you all solve this problem, I am sure someone has run into this problem where they need to send the onboarding request to a lot of recipients.

Noticed this issue with the employee onboarding module. Whenever you click ‘add people’ and you add emails to be CC’d on the ticket this message will appear and the Cc’d users will NOT receive a copy of the ticket. when you add someone to the ticket using the ‘add people’ button, according to the message they are added and removed at the same time which is not allowing them to be CC’d on the onboarding ticket.