Introducing Employee Onboarding

Is there not an option for a custom field, or just some Title and subheading fields? We have some information that we like to pass along with things like choosing a cell phone for new employees which we would like to have a short paragraph description about the company phone policies, or a link to the company phone policies. 

In addition some of our software requires an employee or reporting manager to fill out an additional access request form that goes through approvals in Docusign, and is then sent to our Freshservice and a ticket auto generated. We would like the ability to put that link in the freshservice screen the reporting manager would fill out, so they can also start that process. 

@Mary George Mol, You are off to a good start but there are a few things that need to happen before we start using this system.

1. Attachments for Service Requests. If a service request allows an attachment the onboarding form does not allow a new employee to upload the document.
2. Testing needs to be allowed, also what happens if the Hiring Manager is someone in IT. Are you assuming that IT cannot hire people?
3. Customization of the outgoing email, allowing for placeholders
4. Customizing the workflow to emal the new hire only after the supervisor has completed his portion.

This needs to be added to MSP mode.

hi,

Can you give us feedback on update ?
the possibilité of modifying the Email to manager or a transation ? we cannot do the test in this ...

Why doesn't FreshWorks just enable Company select for MSP mode so we can use this module??  I would guess EVERY MSP customer also supports the "parent" company using FreshService as well, so not having this module feels like a complete miss.

I am beginning to look at and implement the Employee Onboarding module within Freshservice, and have observed / have questions regarding the below.

1. Requesting Person: Why is it assumed that HR are the doing the onboarding request? In our org, any manager at any level can request to hire someone. For them to be able to, is there is an option to make it available to ALL USERS, or do you have to filter via Requester Groups? We don't really use Requester groups in FS, so will need to come up with a way on how to categorise Managers dynamically, rather than having to manually always add any requesters into a Group, just so they can use the Onboarding module

.

2. Where does the hiring requester keep track of the approval/ticket status? Nothing seems to appear in 'Your Tickets' on support portal.

3. Is there an ability to send a copy of the onboarding details to any external (to freshservie) email addresses? We have several departments (payroll, accounts, rostering) that need to action work when staff start, but they are not agents on FS, so how do they get the info required?

4. When adding/ticking the Request Items as part of the onboarding module, each Service Request Item, still requires all the mandatory fields of that form, which often, the hiring manager will not know the details of. For example, we have many SRs that by themselves employees use to request access or hardware etc. and have several fields to fill out for us to then action the request (example: requesting a new headset requires the model, connection type and reason for the request), which when requesting multiple items for a new employee, will require the Initiator to fill in a LOT of fields, sometimes without knowing the details. Is there a way to skip the SR Custom Fields when logging via Employee Onboarding Module?

@MartinJames

1. We can modify the name of the Stakeholder group to anything, it doesn't have to remain "HR Managers". There are up to 3 different Stakeholder's, and each stakeholder can have more than one group in them. They can be Requester groups or Agent groups, so add whatever you wish. Anyone in this first Stakeholder collection will see the employee onboarding button at the top of the Service Portal.
   
2. The hiring requester will see them in the Employee Onboarding section, there's a drop down once we've clicked that, which will default to Awaiting Information, but we can select Requests In Progress and Requests Completed to see previously entered onboard requests.
3. Yes, in the configuration we have it set to create a child ticket for X, Y or Z, add the info we want from the Onboarding request, and then through the automator, grab tickets that meet the criteria of X, Y or Z, and have the system e-mail Onboarding Placeholder information out.
4. Not that we've discovered. But, if the fields aren't mandatory, they don't have to be filled out and can be left blank. We actually pull in Onboarding placeholder data into the tickets generated instead by the Onboarding Process and leave out Service Request's from the kit altogether for anything that needs additional information. For something like the headset request, use the ticket generation in Onboarding (step 3) to create a ticket, assigned to the same group with a similar subject title, but include the details you need (like a basic model, basic connection and reason = new employee) and pull in anything like Employee Name from the "onboarding placeholder" info.