Onboarding Workflow Explained

EVENT - Service request is raised

Service Request is raised - a LM fills out the Onboarding Request form located on the FreshService homepage

"Condition" > Ticket fields source is employee onboarding

If this condition is met, the workflow triggers

"Action" > Share ticket with Sue Harvey

Sue needs to be aware of a new starter as she arranges fob & facilities induction on the 1st day

"Action" > Send approval email to HR

This is a critical part of the workflow. HR needs to know about this new starter before IT. If HR hasn't been notified or the information is incorrect, HR will reject this request

"Action" > Send approval mail to HR (Approved)

Once approved by HR, tasks are created, status is set, and an APPROVED confirmation email is sent

"Action" > Send approval mail to HR (Rejected)

If HR reject the request, the ticket is closed and an REJECTED confirmation email is sent to the requester advising them to contact HR.

Approved Email for Requestor:

From: it.help@brighterplaces.co.uk

To: "Requestor"

Subject: Onboarding Request Approved

Body:

Hi,

On-Boarding request for {{ticket.onboarding_request.actor_1.cf_employee_name}} has been APPROVED by HR. This will now be actioned by an IT Analyst

Thanks,

Brighter Places IT

*End of email*

Approved Email for HR:

From: it.help@brighterplaces.co.uk

To: HR@brighterplaces.co.uk

Subject: On-Boarding for {{ticket.onboarding_request.actor_1.cf_employee_name}} APPROVED Confirmation

Body:

Hi,

The On-Boarding form for {{ticket.onboarding_request.actor_1.cf_employee_name}} has been APPROVED. Please see all relevant information below:

Employee Name: {{ticket.onboarding_request.actor_1.cf_employee_name}}

Start Date: {{ticket.onboarding_request.actor_1.cf_start_date_preferably_a_monday}}

Job Title: {{ticket.onboarding_request.actor_1.cf_job_title}}

Department: {{ticket.onboarding_request.actor_1.cf_departments}}

Line Manager: {{ticket.onboarding_request.actor_1.cf_line_manager}}

Employee Type: {{ticket.onboarding_request.actor_1.cf_employee_type}}

End Date: {{ticket.onboarding_request.actor_1.cf_end_date}}

Verbal Offer Made: {{ticket.onboarding_request.actor_1.cf_has_a_verbal_offer_been_made}}

Salary Offered: {{ticket.onboarding_request.actor_1.cf_salary_offered}}

Employment Pattern: {{ticket.onboarding_request.actor_1.cf_employment_pattern}}

Kind Regards,

Brighter Places IT

*End of email*

Tasks Added (after approved):

Task - Raise a ticket with Solsoft for account creation

Task - Add new starter to Full Employee Spreadsheet

Task - Rename and move Outlook folder within Internal IT Shared Mailbox

Task - Configure & Assign Hardware

Task - Create software accounts / add to printers

Task - Schedule IT Induction