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Employee Workflows

Freshservice for Business Teams

  • 87 Posts
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87 Posts
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 ?

75311
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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?

673
A
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

1021
Daniel Söderlund
Skilled Expert
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?

913
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.

1962
M
Skilled Expert
S
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!

4153
Peter Helto
Contributor
S
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

2743
JananiPrasanthini
Community Debut
Julien Benvic
Apprentice
Julien BenvicApprentice
asked in Employee Workflows
Onboarding Automation

Hi, I’m setting up onboarding on our company and i’m having issues, maybe my way of doing it is not the good one.here is a quick example : i’m using checkbox, or drop down (for yes/no) to ask HR if the onboarded user will get a laptop.afterward i’m creating ticket related to laptop creation to IT.How can i trigger ticket creation regarding the result of the dropbox or drop down list ? [in my case i always create it with “NO” and send it to IT which is useless.I even tried automation to “read” the description where it’s said “NO” (as i add this field automaticaly in the ticket creation) but the description is said to be empty (even if i see my result). any advices how to change my initial process, or the automation to delete automaticaly this useless ticket ?thank you !Julien 

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Julien Benvic
Apprentice
M
Community Debut
mlp_tbozeglavCommunity Debut
asked in Employee Workflows
Setting Additional Attribute Values during Azure AD Orchestration - Create User

I have a ticket open with FS support but to this point they haven’t been very helpful in resolving this issue. Hoping someone here in the community can help.Long story short, I am looking to provision new users as part of our user onboarding workflow automation to our Azure AD tenant. While I’ve largely worked out most of the kinks, I’ve found there are a number of additional properties/attributes to the user accounts that I’d like to also automatically set when the automation creates the users. I thought this would be easy, but nope… it hasn’t.In my situation, I need to set a value for the user’s telephone number as part of their standard provisioning. The value doesn’t have to be anything specific, just that it has a non-null value. The reason is because we have cascading group memberships that largely hinge on the user having a telephone number before any of those permissions and memberships will take effect. Since FreshService’s app orchestration doesn’t have a built-in field for t

5893
D
Contributor
W
Community Debut
wk-martinCommunity Debut
asked in Employee Workflows
AD Orchestration - Account name length and special chars

Hi all,as AD user creation is a critical step in the onboarding process, I want to avoid any technical limitations. Here espacially the samAccountName is limited to 20 characters. In the onboarding process, which will start at HR, the given name and surname is filled in without any restrictions.As an additional challange in German language we have special characters like: ä, ö, ü and ß.I would like somehow to use the expression builder to check the name for the charachters and replace them. Also check the lenght of given name + surname in the format: GivenName.SurName < 20 charsAny idea how to create such expression?

441
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Community Debut
jglassman
Contributor
jglassmanContributor
asked in Employee Workflows
Employee Onboarding Stakeholder URL Visibility

When creating an onboarding request, we have the HR manager choose a reporting manager as a stakeholder, who will get sent a link with a custom URL to choose addition items. Is there any way to get visibility on that URL? We had an issue recently where the HR manager put the wrong email in that field, so the email was just going into the void and we had no way of getting that custom URL to the correct place. Our only workaround was to cancel the request and put in a new one. So I’m wondering if there is a way to get that URL as part of either the request itself or from the API so that we can manually send the link out.

2402
D
Community Debut
M
Apprentice
mbronsonApprentice
asked in Employee Workflows
Employee Onboarding - Hiring Manager Notifications

Hi all!We are just starting to use the onboarding module. In our case, HR fills in the employee details, and then the hiring manager selects the various items/build kits. From what I can gather, the tickets get opened under the HR person. Once the hiring manager completes the form, they are no longer kept informed of the status of the onboarding request.HR wants to keep monitor all of the new hires (from submission to completion) to ensure they are ready for their first day), and the hiring manager as well for their specific hire(s). How have you handled this? 

4084
michaelmartel
Skilled Expert
ncorneau
Contributor
ncorneauContributor
asked in Employee Workflows
Creating Tasks via Workflow for Specific Tickets

We’re in the process of setting up the onboarding with FreshService.  I’m trying to find out if there’s a way to accomplish what I’m hoping to achieve.Right now, we have it set up so the onboarding creates a parent ticket which includes are requested service items.  However, I would like to create a task for each requested service item and have a workflow add tasks for each item on one of the child tickets.  Is there a way to route the workflow so it will only add the tasks on one of the children, rather than all of them?For example, can I have it so that the workflow can add the tasks for each service item to a child ticket titled “Enterprise Applications” or something like that?  I can’t figure out way to have it read / filter through the subject of the child tickets and only add the tasks to that particular one.I’ve included an example of what I created as a test.  However, as of right now, it adds a task to every single child and I only want it to be on one of them.  Any help would

3511
Hubert.Panszczyk
Skilled Expert
G
Apprentice
GalexandApprentice
asked in Employee Workflows
Onboarding Automation - Move an Onboarding Ticket to a specific Workspace

Has anyone created an Automation to move an Onboarding request to a specific workspace? 

1202
S
Community Debut
L
Skilled Expert
lulrichsSkilled Expert
asked in Employee Workflows
Business Agents and Onboarding?

I have a few different Workspaces set up because I want to make sure that all of our different areas for ticketing purposes are streamlined within different areas of the software.I currently have a separate HR Workspace set up mainly for Onboarding/Offboarding purposes.  Through the Onboarding Flow, I am going to have the ticket be created in that specific HR Workspace.  The following screenshot is to give you an idea of how it’s set up:We obtained the Business Agent licenses for these Onboarding purposes, because the HR/Training teams will only need to handle simple tickets/tasks.  The caveat here is that I’m unable to add them to an Agent group in the “Primary” Workspace (in order for them to raise the requests on the portal), because apparently Business Agents can’t be part of “IT” Workspaces.  But now, because they are technically “Agents,” I also can’t add them to a requester group!Am I missing something here??

4562
E
Community Debut
M
Skilled Expert
martin.jSkilled Expert
asked in Employee Workflows
Ability to hide old fields on Employee Onboarding

Over time, fields on the Onboarding form are no longer required, but deleting them deletes the actual object and so all previously logged forms will loose that data.Is there a way to HIDE fields on the form? This is possible on Service Requests, but cannot find in Onboarding. This seems like a very simple request, but it’s frustrating have old unrequired fields on an Onboardiong form that we have to try and label to inform people not to fill in….

1444
D
Skilled Expert
L
Skilled Expert
lulrichsSkilled Expert
asked in Employee Workflows
How to set due date as custom onboard field?

I cannot, for the life of me, figure out how to set the due date on my Onboarding tickets as the date/time that is entered on the form.  I created a custom field to identify the new employee’s start date and time.I tried using the expression to capture the date & time, then set the due date using that expression, but it just simply not working.This can’t be as difficult as it’s turning out to be, someone help me, please!😅

3456
suvashini.balashanmugam
Contributor
L
Apprentice
LiratApprentice
asked in Employee Workflows
samAccountName no more than 20 characters

How did you solve the issue with limiting the samAccountName to no more than 20 characters?My workflow is running smoothly now, but if a name exceeds 20 characters, it doesn't work. Unfortunately, I need to have an entry there?    

270
L
Apprentice
ayounkh123
Top Contributor
ayounkh123Top Contributor
asked in Employee Workflows
Freshservice Onboarding - Custom Attributes & OU Automation

Hello CommunityI am new to Freshservice and managed to start using the Employee Onboarding via Orchestration.Unfortunately, I tried all my best and failed to achieve below Tasks.Office & WebPage Field using Custom Attributes Created User Move to their respective OU based on the Department they selected when filling up the formFor Custom Attributes i tried all my best but didnt succeed and even got support from Freshservice - they are keep saying check your AD or with Microsoft.Manual way through Powershell on native works.Can any of you if experienced such help me out ?This would really be helpfulMuch AppreciatedRegards

171813
Tanu Bansal
Community Debut
moose-boost
Apprentice
moose-boostApprentice
asked in Employee Workflows
Employee Onboarding Fields

I’m trying to figure out how to update the fields that will be displayed to the HR people making new on boarding requests. Currently its just employee name. We are working on a automated pipeline that will check for a email address exists off firstname, if exists then check fname.lname then makes them and does the same with okta. But I can’t figure out how to get a fname and lname in the form. 

12334
M
Skilled Expert
phongshader
Contributor
phongshaderContributor
asked in Employee Workflows
Onboarding ticket automations

I would like to create an onboarding automation with a flow something like this:but it seems that child tickets are created independently from the hiring manager “kit”. I’m new to this so I may be approaching this all wrong. Are there any tutorials or good resources so I can learn/create a good onboard process similar to the flowchart or some better flowchart?

1090
phongshader
Contributor
phongshader
Contributor
phongshaderContributor
asked in Employee Workflows
Onboarding Automations

I would like to create an onboarding automation with a flow something like this:but it seems that child tickets are created independently from the hiring manager “kit”. I’m new to this so I may be approaching this all wrong. Are there any tutorials or good resources so I can learn/create a good onboard process similar to the flowchart or some better flowchart?

1350
phongshader
Contributor
christianBWG
Apprentice
christianBWGApprentice
asked in Employee Workflows
Populate office address for employee onboarding

Does anybody know if it is possible to bring in the address details from the “Locations” page and use them in an employee onboarding workflow? Locations Ideally, I should be able to reference “Street”, “City”, “Zip/Postal Code”, etc. and populate the ‘Address’ tab in AD, but I don’t see the fields. There are just 2 options (“Location” and “Location ID”): WorkflowIf I go with “Location”, it literally prints the name of the location, e.g.:  AD properties  I have seen “liquid filters” but don’t really know how to get started. Does anybody know how to achieve this?

2126
H
Contributor
C
Skilled Expert
CJ WoodsSkilled Expert
asked in Employee Workflows
Standard Build Laptop Service Request Item

We have multiple laptop models that comprise our “Standard Build”. I was hoping to get some insight how others have tackled the issue of not being able to associate multiple device types to one Service Request Item. Not being able to do so means that I cannot assign a “Standard Laptop” Service Request Item to my Onboarding Build Kits.   

940
C
Skilled Expert
T
Apprentice
TaniaSuApprentice
asked in Employee Workflows
Ability to select filter view for tickets section on the portal homepage

It’d be useful to be able to easily select a status filter what we want to see on the portal homepage for the tickets section.Our use case includes bypassing the approval process for onboarding so they are “in progress” instead of “pending for approval”. 

320
T
Apprentice

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