I would create a Service Catalog item with all the fields you need.

Looks like that will be my only option. Hopefully FS can add movers alongside on/offboarding in the future.

Firstly, we have not taken the time to create a process for employee changes in FS….Ok, on to the fun part.

We asked FreshService Support about this specifically when we started our FS journey.  Their response was that this would/could be treated as an offboarding then as an onboarding.  I follow that logic and I can wrap my head around that.  

*Untested and just a theory on our end*  From what we can tell so far, you are able to set up dynamic dropdowns that would allow the Onboarding process to account for both “New” and “Change” Onboardings.  You’d want to map out your change process to understand what data you need from the form submitters, but this could be an option if you didn’t want to use the “Service Catalog’ option.  Admittedly, it could amount to an overly-complex build/process; which isn’t always the greatest idea.

We don’t actually use the Onboarding/Offboarding modules yet (using MS Forms & Power Automate for this part as of today), but we’re working on migrating this over to FS.   If we can figure this out, we’ll update this on what we found.

Good luck!

Thanks for the reply. We are launching the on/offboarding process via FS this week, also moving from a MS Form and Power Automate. So will keep an eye out to se if you do try this for movers. It is too late in the day for us currently to reconfigure and add this at the moment but is an interesting thought, but as you say, seams a bit convoluted to crowbar it in there. 

Good luck with the move to FS for your process.

I’ve created several service requests for HR, only HR can see these service requests.  The reason is, if HR is submitting a ticket I just want to push the change. If a user is submitting a change, I email it to HR and close the ticket.  HR is our source of truth not a user.

HR only requests include:

• Manager Change (automate Azure change)
• Title Change (automate Azure change)
• Employee Move (change from one State to another, automate Azure change)
• Request New Job Role added to system (Custom Objects)

I’ve not automated any SAAS, SSO , Office 365 group changes, etc.  When an employee transitions from one role to another, it really needs to be a discussion on what they have (current role), what they need (new role) but always there is a time period of living in both worlds as they transition. Automation would only change user permissions from one to another and would not be effective.

As we are small this works for us.

This is what we did in the end. An Onboarding request starts with New Hire or Role Change -  everything else follows with the approval email containing fields for access details. HR submit this and the approval email goes to the line manager for further details to submit.