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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.

I also noticed that if you submit an offboarding request for an active user, and you put their email in the form (because you’re required to), it shows up in the description of the offboarding ticket that’s generated when the form is submitted.

If you then go deactivate that user in AD, and AD then sync’s with Freshservice, the user becomes deactivate in Freshservice and the email address is blanked out in the description of the offboarding ticket!

Am I doing something wrong, or is this a bug?  It’s driving me crazy.

 

 

I also noticed that if you submit an offboarding request for an active user, and you put their email in the form (because you’re required to), it shows up in the description of the offboarding ticket that’s generated when the form is submitted.

If you then go deactivate that user in AD, and AD then sync’s with Freshservice, the user becomes deactivate in Freshservice and the email address is blanked out in the description of the offboarding ticket!

Am I doing something wrong, or is this a bug?  It’s driving me crazy.

 

Hi.

The latter could indeed be considered a bug.

I’d suggest you to submit it as support case instead.

 

Regards,

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