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Hello,

To give a little background,

I am looking to use the Onboarding module to make it easier for our agents to set up any incoming employees to the company. The issue we are currently having is whenever the information submitted gets sent to HR and the approver, we don’t see that information come through the ticket. And even if we wanted to forward the request over, nothing is being shown so the approver doesn’t know what exactly they are approving for. 

 

Thanks in advance. 

I’d recommend logging an Idea as the Ticket Approval emails currently lack the ability to insert Onboarding or Offboarding fields:

And as Onboarding/Offboarding tickets generally lack a Description (with it being laboursome to update these descriptions via a Workflow) or Service Item fields.

​@OscarGam  What you can do is something like this, you need to get the correct placeholders. 
You add a note in a workflow find the placeholders for Onboarding and just add them to the text field. 
 

This will only show up when it’s Onboarding.
You can test it with just the placeholders and skip the liquid filters Introduction – Liquid template language

 

Copy the placeholders you need and add them to this in to the approval template :

{% if ticket.source == 'Employee Onboarding' %}
First name: {{ticket.onboarding_request.actor_1.cf_employee_name}}
{% endif %}

 

If you like to forward you can add the placeholders to a canned respons. 

What I meant by geting the placeholders, I do it this way and just copy them I need.
 

An Idea to add them to the selection list in the notifications templates would be a great idea. 

What I meant by geting the placeholders, I do it this way and just copy them I need.
 

An Idea to add them to the selection list in the notifications templates would be a great idea. 

How are custom fields for service items converted to placeholder text for an email?

What I meant by geting the placeholders, I do it this way and just copy them I need.
 

An Idea to add them to the selection list in the notifications templates would be a great idea. 

How are custom fields for service items converted to placeholder text for an email?

You need values from the service items that are in the onboard ticket ? 

Yes sir that is correct, ideally what I am trying to do is show to the approver what items they are exactly approving through an email. Using your advice, I was able to get this far and while the top half works really well, I was wondering if there was a way to make the bottom half better appealing as it can be quite hard to read at times. 

 

 

Yes sir that is correct, ideally what I am trying to do is show to the approver what items they are exactly approving through an email. Using your advice, I was able to get this far and while the top half works really well, I was wondering if there was a way to make the bottom half better appealing as it can be quite hard to read at times. 

 

 

I haven’t found any good way to change the table that is generated by the placeholder. 
Approver should be able to see the service items in the portal. 
If HR isn’t in Freshservice then it’s a good time to onboard them to FS :) 
But it’s not on the road map you could share the ticket with members of HR and they can access it as well in the portal.
 

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