Every onboarding runs as a ticket with one task per step. This article explains how to set up each step, from the ticket itself to email, SaaS accounts and equipment, so new hires have what they need on their first day.

Feature/Functionality

Overview

Before you start: your HR system must be connected. Factorial IT uses it to spot upcoming arrivals and their start dates. See Set up HR sync.

Steps share a set of controls: Include this step in onboarding, Autonomy, Default assignee, Scheduling and Due date. Those controls, and the layout of the page, are explained in Understand onboarding settings. This article covers what is specific to each step.

How to use

1. Go to People > Settings.
2. Open the Onboarding tab.
3. Click a step. Its settings open in a modal.
4. Set the step as described below and save.

Create onboarding ticket

Every onboarding starts with this ticket, and every other task lives on it. You find Create onboarding ticket under Ticket information.

• Automatic: Factorial IT opens the ticket on the scheduled date.
• Manual: you open the ticket for each new hire. Open the hire's panel (it lands on the Tickets tab) and click Start onboarding. Factorial IT does not create a ticket or send any notification by itself.

With Automatic, Scheduling says how long before the start date the ticket opens:

• 30 days (recommended)
• 45 days
• 60 days
• As soon as the hire shows up in your HR system

If a hire is synced after that window has started, the ticket opens straight away. If a hire has no upcoming start date, no ticket opens.

The ticket is named First Last - Onboarding. It uses the Default Assignee, Default priority and Default subscribers set under Ticket information.

Switch on Add ONE as agent if you want ONE to help on every new onboarding ticket. ONE follows progress, suggests next steps and sends reminders. See The onboarding ticket in Understand onboarding settings.

Confirm onboarding information

This step reviews the data your HR system sent, requests anything missing and gets the work email address confirmed. It is always included.

• Automatic: Factorial IT confirms the information on the scheduled date.
• Manual: you confirm it.

The Default assignee is the person who decides when Factorial IT needs an answer on this step.

If Provision email is included, this step also shows a Professional email block. It decides whether Factorial IT creates the work address:

• Create with Factorial IT: the address is passed to the Provision email task. You need a connected email provider.
• Do not create: the address already exists, or someone will create it later.

Provision email

This step creates the work mailbox in your identity provider and delivers the login. It only runs when an address needs creating. Switch the step off if you never want mailboxes created for new hires.

• Automatic: Factorial IT creates the mailbox and sends the login to the right person.
• Manual: you create the mailbox and pass on the login.

If more than one SaaS instance is set as an email provider, Automatic shows an extra field, Create addresses automatically on. Factorial IT creates the address on every provider you tick. An admin creates the rest from the onboarding.

Inside an onboarding, the email step lists those providers under Select email provider, each with its domain. Each one starts with the hire's address on that domain, or with a suggested one. Every provider you tick needs an address before the step moves on.

You need a connected email provider that can create mailboxes. Until there is one, the row shows Skip and the modal only links to the provider setup. See Connect your email provider.

Credential delivery decides who gets the employee's login:

• Send to task owner
• Send to employee

The Default assignee owns the mailbox step and gets any questions about the login.

Provision SaaS accounts

This step only shows when SaaS Management is on for your account.

It starts once the work email exists. Connected SaaS get the account automatically. For SaaS you track by hand, each SaaS owner gets a task. Switch the step off if you never want SaaS accounts created for new hires.

• Automatic: on the scheduled date, connected SaaS are set up automatically and owners of manually tracked SaaS get a task.
• Manual: the task owner picks the SaaS and starts the provisioning.

Set both a day and a time under Scheduling, or you cannot save.

Your provisioning rules decide which SaaS, groups, roles and licences each person receives. See Set up provisioning rules.

Purchase equipment

This step gets the new hire's equipment ready and orders it. Switch it off when hires use their own device.

With Automatic, ONE handles the whole step. It needs a published Equipment policy and a published Purchasing policy.

For the step's settings and how ONE handles it, see Equipment Agent.

Troubleshooting and FAQ

Troubleshooting

• No ticket opened for a new hire. The hire may have no upcoming start date in your HR system. With Manual, nothing opens until you click Start onboarding.
• The Provision email row shows Skip. No email provider able to create mailboxes is connected, or the step is switched off.
• You cannot save Provision SaaS accounts. Set both a day and a time under Scheduling.
• The SaaS step is missing. SaaS Management is not on for your account.
• The email step will not continue. Every provider you ticked under Select email provider needs an address.

FAQ

1. What happens to a hire synced after the ticket window has started?
   The ticket opens straight away.
    
2. Can I turn off Confirm onboarding information?
   No. It is always included.
    
3. Who receives the new employee's login?
   The task owner or the employee, depending on Credential delivery.
    
4. What happens to SaaS that are not connected?
   Their owners get a task to create the account by hand.
    
5. Can new hires get an address on more than one email provider?
   Yes. Tick each provider under Create addresses automatically on. An admin creates the addresses on the others from the onboarding.