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How do you onboard new employees using Jira Service Desk? Edited

amaresh Atlassian Team Jul 07, 2019

Hello Community πŸ‘‹,

I'm a product manager on JSD. 

If you're responsible for onboarding employees, I'd like to speak to you to learn about the range of tasks that are involved in setting up new hires.

I'd love to learn what some of the major frustrations and challenges are with your current workflow.

If you're interested in talking with me, please reply to this thread and I can reach out to you to set up a 30 min phone/video call over Zoom.




Jack Community Leader Jul 07, 2019

Hi Amaresh! I have used JSD for staffing which covers search, interviewing, offer, etc. then I have used JSW for the Onboarding actions. Happy to chat if you think it would be useful.

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amaresh Atlassian Team Jul 08, 2019

Hi @Jack ! That's awesome - I would love to chat with you. It doesn't look like I can send you a message here, so would you be able to send an email to amaresh.ray [at] with your availability? 

Is there a good beginner document for this somewhere?

amaresh Atlassian Team Jul 09, 2019

@Joseph Winkelbauer  – Could you tell us a little bit more about what you're looking to accomplish?

Hi Amaresh,

We currently receive onboard requests as 'Service Request with Approvals', most details in a PDF. We have been intending for a long time to make a custom issue type including all the PDF fields so HR can log details direct, but simply haven't got around to it. Would definitely be interested if there was a preconfigured issue type/workflow available.

We are also using Crowd to sync multiple directories and make them available to other Atlassian Products. Apologies if something like this exists directly, but it would be great to be able to write directly to e.g. Active Directory from pre-configured fields in a Service Request...

Kind Regards,

We currently use Google Forms to capture all the Information from HR and also the New Hire for on-boarding, the responses get sent directly to JSD which is the start of our onboarding workflow.

I would rather use a Form in JSD directly, however, we need the functionality of having Questions based on responses (not supported in Jira without expensive purchasing 3rd party add-ons).

Happy to chat if interested

Like β€’ Peter Hamilton-Harding likes this
amaresh Atlassian Team Jul 17, 2019

@Ben Hart  I'd love to chat to you to better understand your workflow and your needs :) 

Would you mind sending an email to amaresh.ray [at] with your availability? 

I am actively working on this company used to use a PDF attached to tickets. So i converted that into a ticket type with custom fields for each of the required pieces of information. 

We then built out Department specific Employee change forms in the customer portal which exposes fields that are needed for each department...allowing the SD to have 1 single ticket type for ALL change requests. 

We then used the Jira Issue collector to embed the forms into the companies Sharepoint Intranet so end users wouldnt have to log into Jira. 

amaresh Atlassian Team Jul 17, 2019

@Shawn Masters who fills out the ticket? Is it typically the hiring manager for each department? What does the workflow look like once the ticket is submitted to the new hire starting? 

Correct, a manager from each department fills out the tickets. 


  1. Validate ticket info
  2. Create AD / base accounts
  3. Transition the ticket to the next Status; based on on fields used in the ticket linked issues are created to handle things like accesses to development environments, hardware deployed to the desk,  etc
  4. The ticket waits for the linked issues to be Done then transitions to a review stage for Tier 1.
  5. Once Reviewed Tier 1 moves the user to "Active User" in the workflow. 

    Any new requests that come in are linked to this master ticket so we can track all permissions, hardware, etc (we are required to maintain auditable records)

    When an Off roll is received for that user; the workflow has another tree that goes through the process of revoking access and cleaning up data/hardware.


One of the things we really would like to see introduced are Dynamic that we dont have to maintain 10 different forms in the customer portal. We have seen some 3rd party tools for it but have not been able to get approval for them because our management feels Atlassian should provide such a useful feature as part of the product. 

Hey Amaresh,

My team is working on creating a new user addition system. One of the things we've haven't made a decision yet on is whether for onboarding to be its own project or not. We have projects for internal development team and external support, and don't super want to create any more projects than necessary. I couldn't speak to how it would work exactly, but seems like since onboarding is pretty foundational to most teams it could have its own 'space' in jira that isn't necessarily a silo'd project.

Anyways, some of the major steps:

  1. Setup laptop, any other hardware for users
  2. Key card access to the building
  3. Setup Desk Phone
  4. Setup Email
  5. Assign to Email Distribution Lists
  6. Setup VPN Credentials
  7. Set up Active Directory
  8. Grant access to the 3rd party tools each team use's(this usually takes a while as we forget which all tools we use sometimes)
  9. Adding them to the weekly meetings their team(s) have in the calendar
  10. We don't have a huge HR team here, but triggering esignature for documents could be a useful tool? I dunno if there are plug in's out there for that right now

Thats all I can think of atm

amaresh Atlassian Team Jul 17, 2019

@Mark Hostetler What projects do IT requests come into? It might be worth re-using that project? 

What all other tools do you interact with as part of going through all these steps? I'm thinking AD, Office365, perhaps there are others? If you had a magic wand, which of these steps would you like to automate? 

We just went live with Jira Service Desk less than 2 weeks ago, so on-boarding employees into JSD is fresh on my mind because we just did it for 150+ staff people!

@amaresh, I'd be happy to talk through what we've done to be successful as well as some of our pain points via Zoom. Just let me know if this would be helpful.

Like β€’ Matthew Gaffney likes this
amaresh Atlassian Team Jul 17, 2019

Hi @Todd Thomas -- this would be super helpful! I was looking to understand the different things involved in onboarding new employees in general and where JSD fits into that workflow - but I would also love to learn how you onboarded your staff onto JSD. Would you be able to send an email to amaresh.ray [at] with your availability? 

Hi @amaresh ,

I'm currently testing Jira Service Desk cloud to build our Service Desk but am struggling to set up a ticket work flow for 'New Employee' requests that would come from HR to IT.

Is this something you could me assist with?

Sorry, Found that I was using the External ITSD template instead of the Internal ITSD Template 

Kind Regards, 


I am struggling with the same thing.  How were you able to overcome the challenge? 



Hi @Brendan Burke , 

I had to start a new service desk using New Project in the top right, and then select Internal Service Desk template (looks like its been renamed to General Service Desk) 

Once created from that template, there were Ticket Types for Employee Onboarding, where you can modify the workflow and forms. 

Hope this helps, 

I am curious to see if this is still being researched by you? I was tasked with building a JSD workflow for onboarding and I wanted to see how this would be accomplished in the following scenario

Goal is:

  • Some kind of trigger to or ticket creation ideally with Confluence where HR can enter a multiple choice form:

    • New Hire: Jacqeuline Johnson - FTE -  Media Sales - Toronto
    • Sub ticket/task created for HR to prep their onboarding documentation based off of the FTE/Contractor status
    • Sub ticket/task created to create Okta user account with birthright accounts
    • Sub ticket/task created for non-birthright apps
    • Sub ticket/task created to add user to specific Gsuite groups
    • Sub ticket/task for people team to prepare their new hire stuff for the new person and work on scheduling.

    This is going to need to be triggered by the originating ticket.

    I would like to chat more with you about this!


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