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Simple Onboarding Process

Dan Allenby

Hi all,

I am trying to put together a very basic onboarding template, through one of the templated Request Types (Onboard new employees). I have set this up, to show an employee start date, however when the Service Request comes through to the queue, the Employee start date does not show. It will only show in the request portal. Is there any way this information can be pulled through to the actual ticket?

Thanks,

Dan

Accepted answers

Dirk Ronsmans

HI @Dan Allenby ,

The request portal issue and the agent issue are in fact the exact same thing just with a different view on it.

If the data was entered on the portal and you cannot see it, you should check whether the field is even on your screen. So go to your screen configuration of that specific issue type (not the Request type bu the issue type) and see whether the field is even on that screen

Especially if you have a create and an edit screen it could be that it is only one of the two

All comments

Dirk Ronsmans

HI @Dan Allenby ,

The request portal issue and the agent issue are in fact the exact same thing just with a different view on it.

Especially if you have a create and an edit screen it could be that it is only one of the two

Dan Allenby

Thanks for the reply @Dirk Ronsmans

The field i need to come through is not visible in the Agent View. On the request form, i have a section for 'Employee Start Date' which when it is sent through as a Service Request, i cannot view, however it is visible in the portal.

I have looked at the agent view, and there appears to be no section for this to allow my team to see the start date the customer has added.

Dirk Ronsmans

Could you maybe post a screenshot of your Agent view and Portal view configuration?

Because if it is on the portal view it has to be possible to also show it on the Agent view.

Dan Allenby

Sure.

Here is the Request Form and how it shows in the portal. As below, it has Employee Start date, which we ask customers to fill out.

Screenshot 2021-01-28 at 10.42.22.png Screenshot 2021-01-28 at 10.48.32.png

Here is the Agent view. As you can see, the Employee start date is not present, so when we view the request once it comes through as a Service Request, the employee start date does not show.

Screenshot 2021-01-28 at 10.44.50.png

Karyna Tyrnavska _SaaSJet

Hi, @Dan Allenby !

If you`re ok with the Atlassian plug-ins, I suggest you try out Business Process Manager add-on, It perfectly meets your needs.

You can check how it automates the onboarding process

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