Employee Onboarding

Send email to hiring manager on closure of onboarding ticket.

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?

2035

1 year ago

Denise.S.PSkilled Expert

asked in Employee Onboarding

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

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.

87815

1 year ago

omar.sanchezApprentice

posted in Employee Onboarding

exception error when validating and packaging application

currently on version 6.2.2

252

1 year ago

GeraldSkilled Expert

asked in Employee Onboarding

Employee Onboarding Manager field to Microsoft AD

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?

3449

1 year ago

michaelmartelSkilled Expert

asked in Employee Onboarding

Employee Onboarding Placeholders and Emails

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?

2252

1 year ago

BartVBSkilled Expert

asked in Employee Onboarding

P1 candidates or P2 candidates

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?

751

1 year ago

Daniel SöderlundSkilled Expert

asked in Employee Onboarding

Onboarding - share information between tickets

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

1322

1 year ago

miranda-aApprentice

asked in Employee Onboarding

Bulk Onboarding csv

Trying to automate our onboarding but having an absolute nightmare with it. I’ve created my onboarding stakeholder (just IT), Build kit etc and if I enter the details manually, everything works. However, if I use the csv bulk upload, the kit I have specified is not included.It obviously works manually, so I don’t think my details are wrong. I cannot see any option to trigger the kit apart from what I have done.Any ideas please?ThanksMiranda

810

1 year ago

Jérôme de LagausieSkilled Expert

asked in Employee Onboarding

Extra complex on-boarding form

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

2673

1 year ago

graydav1Apprentice

asked in Employee Onboarding

Dealing with incomplete data in employee onboarding?

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 NumberAnd 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 can’t

1262

1 year ago

kenyon.gilesTop Contributor

asked in Employee Onboarding

Employee Onboarding Request - Form Details Not Given

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?

2352

1 year ago

kenyon.gilesTop Contributor

asked in Employee Onboarding

Onboarding - Conditional Child Tickets Based on Build Kit Selection

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?

3882

1 year ago

Melwin_CGFContributor

asked in Employee Onboarding

Freshservice Offboarding Module

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

6692

2 years ago

bhotaSkilled Expert

asked in Employee Onboarding

Onboarding Requests Report

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.

841

2 years ago

bhotaSkilled Expert

asked in Employee Onboarding

How to make Employee Onboarding fields conditional mandatory in Freshservice

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.

2722

2 years ago

LilianeBat

asked in Employee Onboarding

Employee Onboarding cant edit successor tickets

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

440

2 years ago

mike.culbertsonSkilled Expert

asked in Employee Onboarding

Employee Onboarding automation and Data Source Items

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)

5865

2 years ago

jyatesApprentice

asked in Employee Onboarding

Employee Onboarding - Group View of Available Items

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?

2263

2 years ago

db0Apprentice

asked in Employee Onboarding

Troubles with Employee Onboarding module in MSP mode

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 thanksDavid

1572

2 years ago

Bryan0392Top Contributor

asked in Employee Onboarding

Employee onboarding - Add people button does not send CC's - how to CC multiple parties

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.

1786

2 years ago

Bryan0392Top Contributor

asked in Employee Onboarding

Employee onboarding - 'add people' bug

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.

881

3 years ago

rashmi.nagCommunity Manager

published in Employee Onboarding

Have you been asked to process service requests manually? Well, not any more!

Gartner says that 80% of organizations will switch to service orchestration and automate cloud-based workloads by 2024. Now, who doesn't want to be one among those? Here's how you can help!Join us for an exclusive session on Aug 26th to learn how to: Stop focussing on manual and repetitive tasks. Start focussing on how to automate with the Orchestration center.This hands-on session will focus on:1. Automating employee onboarding activities in Microsoft AD2. Setup frictionless AD password requests3. Setup agent-less service request fulfillmentSAVE YOUR SEAT NOW

1210

3 years ago

rashmi.nagCommunity Manager

published in Employee Onboarding

5 Ways to super charge your New Employee Onboarding

When the new sales guy has access to Datadog but not to Zoom.A great onboarding experience can create a lasting impression on your employees. Here are 5 ways to super charge your New Employee Onboarding:1. Align all relevant stakeholders with well defined roles2. Create pre-defined kits for specific roles3. Automate your manual IT processes with Orchestration Centre4. Streamline the onboarding process across functions5. Track and manage your onboarding ticketsLearn how you can use Freshservice's employee onboarding module to delight your new employees as they embark on their journey at your firm.

3101

3 years ago

andrew.millerContributor

posted in Employee Onboarding

Ideas for Service Catalog Items?

Hello!Background - I manage the Help Desk/Service Desk for Asbury University in KY USA. We're SLOWLY implementing FreshService for our campus. We're at the process now of differentiating between Incidents, Service Requests, etc. and teaching ITIL to our staff (we haven't previously used ITIL or FreshService). I was wondering if anyone out there had a good running list of services they provide to their organization/business/campus? Here's a preliminary list of services we came up with. Please note that we aren't presently including Employee Onboarding items that are non-IT (like we don't provide Office Supplies, Physical Keys, etc.)Access Requests:ID Card AccessNetwork Share AccessEmail Account AccessERP System AccessCRM System AccessITS Ticketing System AccessReplacement Technology Requests:Laptop UpgradeDesktop UpgradeMobile (Cell) Phone UpgradeDesk Phone UpgradePrinter UpgradeScanner UpgradeDocking Station UpgradeNew Hardware Requests:New LaptopNew DesktopNew ScannerNew PrinterNe

3293

3 years ago

jogbuokiApprentice

asked in Employee Onboarding

Ways to Involve More Stakeholders in the Employee Onboarding Process in Freshservice

I am trying to setup my company’s onboarding process within Freshservice. One issue I have found is the lack of involvement of other Stakeholders in the Freshservice module. My company has four stakeholders not including the employee (who isn’t involved in our process). I would like for the reporting manager to select items, then depending on what is selected an automated email be sent out to the stakeholders notifying them of this. I would like to know if anyone has found a creative workaround for this and has successfully involved more stakeholders in the process. Freshservice team, we need more stakeholders!Thank you.

3693

3 years ago

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