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Employee Workflows

Freshservice for Business Teams

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83 Posts
suvashini.balashanmugam
Contributor
suvashini.balashanmugamContributor
published in Employee Workflows
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

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Skilled Expert
sean.groomesSkilled Expert
posted in Employee Workflows
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

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Contributor
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d.itterApprentice
asked in Employee Workflows
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?

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Prasanth Sampathkumar
Community Debut
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Apprentice
SmartPApprentice
asked in Employee Workflows
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?

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bookadrive
Community Debut
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Apprentice
SKOR_98Apprentice
asked in Employee Workflows
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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Peter Helto
Contributor
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Contributor
rreesContributor
asked in Employee Workflows
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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harveey47
Community Debut
ncorneau
Contributor
ncorneauContributor
asked in Employee Workflows
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

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ncorneau
Contributor
mjarzyna
Apprentice
mjarzynaApprentice
asked in Employee Workflows
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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Apprentice
desktopsupprt1
Skilled Expert
desktopsupprt1Skilled Expert
asked in Employee Workflows
Re-Send hiring manager email

When an onboarding request is created by HR, the Reporting Manager gets an email.How can we manually re-send this email from the system.(Scenario - manager does not remember getting the email, or whatever, can we just click a button to resend it)

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Daniel Söderlund
Skilled Expert
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Apprentice
mschallmoApprentice
asked in Employee Workflows
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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miranda-aApprentice
asked in Employee Workflows
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

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Kamakshi V
Community Manager
Agent Burgers
Apprentice
Agent BurgersApprentice
asked in Employee Workflows
How do I make this information show on the VP Approval?

How can I make the application info show in the VP approval page? It’ll be an issue if a request submits something and the VP can even see what is being approved.  

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Agent Burgers
Apprentice
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Skilled Expert
sbj
asked in Employee Workflows
Employee movement form

Just as we have onboarding and offboarding processes, we also need a form for internally transferring employees from one department to another. 😊

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Contributor
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Skilled Expert
sbj
posted in Employee Workflows
Employee movement form

Just as we have onboarding and offboarding processes, we also need a form for internally transferring employees from one department to another. 😊

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Daniel Söderlund
Skilled Expert
Armohammed
Apprentice
ArmohammedApprentice
asked in Employee Workflows
OnBoarding - Check Box auto ticks when selecting items

We are in the process of implementing Onboarding and have noticed that FreshService has an odd behavious of auto checking a checkbox when clicking on an item.  For example, if the user selects an app and OnClick it will expand the service item and display its description which is great! We want the user to be able to read the info on whether the item is required for them or not but the checkbox is automatically ticked. We dont want this as the user may or may not know if the item is required and merely trying to read the description auto selects the item.  I guess is there a way to change this behavious using JS and portal designer?

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Armohammed
Apprentice
GlennP
Apprentice
GlennPApprentice
asked in Employee Workflows
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 ?

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Community Debut
shs_tim.hobson
Skilled Expert
shs_tim.hobsonSkilled Expert
asked in Employee Workflows
Email to the helpdesk to start User OnBoarding

I’m trying to automate our Onboarding process that our HR teams kick off via a Google Form.With this in mind, is there a way that FreshService could start the OnBoarding process via an email rather than have the user in HR have to manually type in email address, name,etc or is this process still a manual process?

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Top Contributor
bthomas_direct
Apprentice
bthomas_directApprentice
posted in Employee Workflows
Powershell Orchestrator for Azure AD

Hello everyone,I’ve been using FreshService Workflows for a little over a year now and have started hitting limitations with processes related to Employee Onboarding and Offboarding. Since we are 100% cloud-based and don’t have an on-prem AD, the AD PowerShell app is not an option for us.I’m facing challenges with tasks that can be easily accomplished through PowerShell modules but are not supported by the current Azure AD orchestrator, such as:Managing shared mailboxes Updating membership for mail-enabled security groups Hiding accounts from the Global Address List (GAL) Other advanced actions available in PowerShell modulesUnfortunately, FreshService’s Azure AD orchestrator falls short, covering only about 50% of our onboarding and offboarding processes. For the remaining tasks, we still have to manually access Exchange Admin and Entra AD, which is far from ideal.I’ve reached out to support to ask if an Azure AD PowerShell orchestrator is in development, but I haven’t had any luck so

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Daniel Söderlund
Skilled Expert
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Apprentice
SR_SEMA_AGApprentice
asked in Employee Workflows
Using approval process for non agents during onboarding process

Hi,We will soon be using the Freshservice onboarding process for new employees. Some permissions for our ERP system need to be approved by designated business champions. We use “custom objects” and the “workflow automator” with the “reader function” to select the appropriate approver.So far, so good—the approval is sent to the right person. However, the challenge is that these approvers are not Freshservice agents, just regular requesters. Without agent permissions, they do not receive/reach any information from the onboarding process, such as the planned role in the ERP system. This lack of information prevents the approver from making an informed decision.We created a second “workflow automator” with the following setup: Event: Ticket is updated, Condition: Approval Requested, Action: Share ticket with Approver. Unfortunately, this is not working, and the ticket is not being shared with the approver.Our question is: How can we make the onboarding information available to the approver

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shs_tim.hobson
Skilled Expert
shs_tim.hobsonSkilled Expert
asked in Employee Workflows
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?

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shs_tim.hobson
Skilled Expert
M
Skilled Expert
MDaviesSkilled Expert
asked in Employee Workflows
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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Skilled Expert
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fictionalData
asked in Employee Workflows
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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Apprentice
Sean L.Apprentice
asked in Employee Workflows
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!

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Peter Helto
Contributor
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Contributor
sbatescpContributor
asked in Employee Workflows
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

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JananiPrasanthini
Community Debut
K
Apprentice
Kamil_WenApprentice
asked in Employee Workflows
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?

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K
Apprentice

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