Employee Workflows

I believe the icon for employee offboarding was accidentally not made transparent like the employee onboarding one: This is visible in dark mode @alyssia.correa tagging you for direct dev report

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

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

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 chars Any idea how to create such expression?

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.

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?

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 be

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

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??

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….

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!😅

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?

Hello Community I 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 form For 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 helpful Much Appreciated Regards

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.

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?

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?

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”): Workflow If 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?

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.

Why can’t I use this feature (first screenshot) when at the top of this (second screenshot) I am able to

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”.

Hello everyone, For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch. I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders. I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation: $UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $Domain To get the result john.smith@company.local for example. Does the app just accept the command as raw input? Or do I need to dress this up somehow?

Hello everyone, For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch. I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders. I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation: $UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $Domain To get the result john.smith@company.local for example. Does the app just accept the command as raw input? Or do I need to dress this up somehow?

As we continue to adapt to the ever-evolving landscape of our work environments, I find myself pondering a nuanced question that I believe merits our collective insights and experiences. Given the dynamic nature of contemporary workplaces and the rapid integration of technology, how have you successfully managed the balance between embracing innovation and maintaining a sense of stability within your professional roles? Additionally, what specific strategies or tools have you found most effective in fostering resilience and adaptability among your team members during times of significant change?

Very much a newbie to this, but absolutely struggling to figure out where to begin. I’ve created a custom service request form for employee onboarding. With many custom fields to boot. Two such fields would be “New Hire First Name”, and “New Hire Last Name” but this is what’s confusing. From the documentation surrounding the AD orchestration app it would seem I could use a filter to pick up the data and deliver it into the payload. But how do I do this? The examples show {{ticket.ri_cf_name}} however, does that mean I should use request.ri_cf_Employee_first_Name or is there a different way to identify the fields used in the form that I want to use?

Hello! I am trying to get the Onboarding form working for our users to use, but I am running into an issue that I would like to resolve before rolling it out. Once someone submits a request, they are directed to the ticket page and a ticket is created in our system. However, it they go to the Main portal home page and click on Onboarding requests, it says “Everyone’s on board!” and it does not show their submission, despite the fact that it is open. However, if they go to https://domainname.freshservice.com/support/employee_onboarding and click on Request in Progress, it shows up there. I think this behavior would be very confusing to our users, so I’d like to know how to resolve it before rolling it out. How do we make onboarding requests show up on the main portal page?