Onboarding process

[Myles Boyd]

Our onboarding process with our current tool is:

1. HR raise the onboarding ticket. Contains details of the new staff member, dates, title, department, etc

2. This then goes to the line manager, who selects the hardware and applications, etc from the catalog. All of which is either attached to the main ticket or creates a child ticket.

Moving forward with JSM

I can do step 1, easily.

But then I come stuck.

I don't see a way to allow managers to select from the catalog everything this new hire would need.

Does anyone else have a similar process and managed to map it to JSM?

Or does anyone have something that just might work.....

Thanks in advance

[Lisa Forstberg · Accepted solution]

Hi @Myles Boyd,

I second @Rik de Valk  on the solution. Utilise Assets!

• Establish a list of Hardware and Software in Asset
• Create an asset field for the hardware (make it multiselect)
• Create an asset field for the software (make it multiselect)
• Create a Form that contains these fields (in settings - Keep this form open for edits + Attach to request type) 
• With an automation, apply the form to the onboarding request upon creation
• Add the line manager as the request participant so they can edit the form from the portal view

This way the line manager does not need to be an agent in the JSM project to edit these fields.

By the way; if you have line managers in Assets you also can automate fetching this based on department / team ?

And a note - why isn't the line manager creating the ticket in the first place?

all the best

Lisa

[Myles Boyd]

Thanks Lisa;  company policy, only HR can raise any form of staff change ticket.

This sounds like a good idea; just to clarify.

HR raise request, with associated form.

Workflow then attaches the add-on form and adds the manager as a participant, who can then see the ticket and complete the second form.

QQ on that; we use issue security, I know that plays havoc with Watchers, do you know if participators work?

Thanks

[Lisa Forstberg]

I am doing a similar thing, but I am using an automation to attach the additional form, not the workflow.

Also you should be able to avoid havoc playing by adding the "Service Project Customer - Portal Access"  to the security level. 

take care

Lisa

[Rik de Valk]

Hi @Myles Boyd , 

Assuming you have the available 'services' (hardware and software) recorded in a CMDB using Assets, you can: 

1. Create a new Assets field that allows to select these services
2. Create a screen to use in the workflow that contains this new field
3. Add a validator to the transition which checks if the new field has been filled

Next you could create an automation to create sub-tasks for the selected assets if you like. 

If you are not using Assets, you could use a Form for the same purpose, with a select list to select the software and hardware. But you'd have to maintain the options for available services in the field options of that form. Plus you'd have to use the somewhat complex way of retrieving Form field values from a Form in Automation (if you want to use automation). See https://community.atlassian.com/t5/Jira-Service-Management/How-to-access-the-form-data-in-Jira-Automations/qaq-p/2050277 

Kind regards, Rik