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Hi Everyone,

 

I hope that y’all are doing great. So recently we’ve started implementing the Offboarding module for Freshservice. With out old procedure, we require some sort of clearance for every departments involved before completing the employee offboarding. For example, Employee A should meet with Reporting Manager and get their signature for clearance, same with Procurement, Finance, etc etc. In short, Employee A should obtain all signatures from these entities before Employee A is offboarded.

At first, I’ve tried creating service request items via API whenever an offboarding ticket is raised. This works well but the issue arises in the section where I need to send the approvals for these child tickets. We thought that approval email can replace the clearance signatures that we’ve been previously using. If the Reporting Manager approves the SR request, then Employee A is cleared. The same goes for the other departments.

Problem with this is that, if you create the SR ticket using API and actually sends the approval request on that same workflow; all succeeding workflows stops and awaits the completion of the previously issued approval request. We want to create all SRs along with their approval requests in one go.

Next, I also tried creating all the child tickets first then once all of them is created and added as related tickets to Offboarding ticket I then trigger a new workflow to send the approval request for each SR. The issue with this is that FS’s workflow automator does not respond to system generated events and that includes API calls.

We are currently stuck with this flow and procedure. For anyone who’s already using the Offboarding module; may I kindly ask what offboarding process are you using, does it also involve multiple clearances or approvals from a number of departments? Are we doing it wrong or is there some sort of standard procedure for employee offboarding?

 

Warmest regards,

Hi @chard1988, the flow you’ve built makes sense, but the issue you’re hitting is a common Freshservice limitation workflow automator won’t act on API/system-generated events, and approvals get stuck sequentially. What many teams do is either set up a parent offboarding workflow with parallel approvals (so departments can approve at the same time), or replace the child SRs with tasks inside the offboarding ticket, since tasks don’t face the same automation roadblocks. If you really need separate SRs for tracking, using the Orchestration Center or marketplace apps can help trigger approvals after creation. There isn’t a strict “standard” offboarding setup it depends on your compliance needs but most companies simplify it by combining parallel approvals and tasks to avoid bottlenecks.

Hi @chard1988, the flow you’ve built makes sense, but the issue you’re hitting is a common Freshservice limitation workflow automator won’t act on API/system-generated events, and approvals get stuck sequentially. What many teams do is either set up a parent offboarding workflow with parallel approvals (so departments can approve at the same time), or replace the child SRs with tasks inside the offboarding ticket, since tasks don’t face the same automation roadblocks. If you really need separate SRs for tracking, using the Orchestration Center or marketplace apps can help trigger approvals after creation. There isn’t a strict “standard” offboarding setup it depends on your compliance needs but most companies simplify it by combining parallel approvals and tasks to avoid bottlenecks.

 

Hi ​@Chasee ,

Thank you for the response and for the clarifications that you’ve mentioned. One of the reason why we wan to have SR approvals is for the approvers to see the details of the Employee being offboarded without leaving their email client or logging in to the portal. Additionally, I’ve forgot to include, that, our offboarding also requires a final clearance from the HR head which then implies that the Employee is officially offboarded. For example, Reporting manager approves the offboarding, Procurement rejects with some remarks, Finance approves, and so on. We now gather all of these approval results and remarks to create another SR that will be sent to the HR head for their final approval.

I’ve been stuck with this configuration and on how I could accommodate this old process using Freshservice for about 6 weeks now and I still can’t get it to work.

I’d wait till the end of the month and use journeys, offboarding will be deprecated in 2026, so you will have to do the work twice!

Journey’s has alot more flexibilty around stakeholders and interim actions 

I’d wait till the end of the month and use journeys, offboarding will be deprecated in 2026, so you will have to do the work twice!

Journey’s has alot more flexibilty around stakeholders and interim actions 

My understanding is that existing Onboarding and Offboarding work will be automatically imported into Journeys and that every single customer won’t have to reinvent the wheel. Regardless, if you have the time, you may want to wait for the new module to be added so you can take advantage of all it has to offer.

I’d wait till the end of the month and use journeys, offboarding will be deprecated in 2026, so you will have to do the work twice!

Journey’s has alot more flexibilty around stakeholders and interim actions 

My understanding is that existing Onboarding and Offboarding work will be automatically imported into Journeys and that every single customer won’t have to reinvent the wheel. Regardless, if you have the time, you may want to wait for the new module to be added so you can take advantage of all it has to offer.

Having played with it, I don’t think it’s going to migrate well :D 

Hey Folks! 
 

We’ve got an upcoming session on Journeys that’s sure to be helpful for you! 
To make it easier, we’re offering two time slots — pick the one that works best for you.

 


 

 

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