Onboarding settings set how Factorial IT treats each new hire: when the onboarding ticket opens, who owns it and which steps run on it. Use this article to understand the page before you set up each step.
Feature/Functionality
Overview
The Onboarding tab has two parts:
- Ticket information: defaults applied to every onboarding ticket.
- Onboarding tasks: the steps that run on the ticket.
How to set up each step is covered in Automate your onboardings.
If the Onboarding Agent card appears at the top of the page and shows On, the agent handles every new onboarding from its own instructions. Both parts of the page are then greyed out. They take effect again when you switch the agent off. See Onboarding Agent.
How to use
- Go to People > Settings.
- Open the Onboarding tab.
- Set the defaults under Ticket information.
- Click each row under Onboarding tasks to set that step.
Ticket information
These settings apply to every onboarding ticket Factorial IT opens.
| Setting | What it does |
|---|---|
| Create onboarding ticket | Sets how and when the ticket opens. Every onboarding begins with this ticket, so the step cannot be turned off. See Automate your onboardings. |
| Default Assignee | Owns the ticket, unless a rule gives it to someone else. |
| Add ONE as agent | Adds ONE as an agent on every onboarding ticket. ONE helps the owner by following progress, suggesting next steps and sending reminders. It never owns the ticket. |
| Default priority | The starting priority: Low, Medium or High. |
| Default subscribers | Admins who follow every update without being assigned. |
Onboarding tasks
Steps are scheduled from the employee's start date. They are listed in the order the ticket creates them:
| Step | What it does |
|---|---|
| Confirm onboarding information | Reviews the HR data, requests what is missing and gets the work address confirmed |
| Provision email | Creates the work email in your identity provider and sends the login to the person you chose |
| Provision SaaS accounts | Sets up connected SaaS automatically and gives owners of manually tracked SaaS a task |
| Purchase equipment | Suggests a device from the Equipment policy, agrees it with the new hire and orders it |
Provision SaaS accounts only shows when SaaS Management is on for your account.
Step chips
Each row carries a chip that tells you how the next onboarding will treat that step:
| Chip | Meaning |
|---|---|
| Automatic | Factorial IT runs the step on its scheduled date. |
| Manual | A person runs the step. Factorial IT only opens the task. |
| ONE | ONE runs the whole step. Shown on Purchase equipment. |
| Skip | The step is off, or cannot run yet. No task is created. |
Controls every step shares
Click a row to open its modal. Every step has these controls:
- Include this step in onboarding: when off, no task is created and the row shows Skip. Confirm onboarding information cannot be switched off.
- Autonomy: Automatic (Factorial IT runs the step) or Manual (a person runs it and Factorial IT only opens the task).
- Default assignee: the admin who owns the task and decides when Factorial IT needs an answer on this step.
- Scheduling: a day counted from the start date (from One month before to One month after, The D-day included) and a time in 30-minute steps. With Automatic, this is when Factorial IT runs the task. With Manual, it is the date suggested when you run the step from the ticket.
- Due date: Manual only. How many days before the start date the task is due, from 1 to 60.
If a step has no scheduling, it runs One week before the start date at 09:00. If the onboarding is created after that moment, an automatic step runs straight away.
The onboarding ticket
Each onboarding has a ticket named First Last - Onboarding. The ticket gets:
- Its assignee, priority and subscribers from Ticket information.
- Its due date from the start date.
- The Onboarding tag.
- The new hire as requester.
Linked items, such as equipment orders, point to it.
You can find it in two places: the Tickets tab of the employee profile, or the Tickets list filtered by the Onboarding tag.
Tasks on the ticket
Each step that is included creates one task. The ticket shows them under Tasks: first the ones waiting on a person, then the scheduled ones (Scheduled for 28 Jun). A pending task with no schedule shows its due date instead, such as Due 28 Jun.
Completed and cancelled tasks are hidden by default. To see them, click Display and, under Show tasks, switch on Done, Cancelled or both.
SaaS provisioning adds a task per SaaS:
- Provision {app} runs on its scheduled date.
- Create account for {employee} on {app} waits for you to create the account.
Expand a SaaS row to see the email, roles, licences, groups and organisation units it sets up.
Each task row offers:
- Configure: opens the matching step. Finishing the step completes the task.
- Mark as done (✓): for SaaS accounts you create yourself and for your own manual tasks. Onboarding steps instead follow what happened in the step.
- ⋯: see details, see logs, edit details or cancel the task.
Skip a step or cancel the onboarding
- Skip a step: cancel its task from the task menu. Cancelling the task and skipping the step are the same thing.
- Cancel the onboarding: possible while the onboarding is still To-do. The ticket and its pending tasks are cancelled; finished tasks are kept as history.
- Close onboarding: on the ticket, click Actions > Close onboarding and confirm. Factorial IT deletes the ticket and its tasks, and open steps do not run. An onboarding that has started is closed; one that has not started is cancelled. You cannot undo this.
Ticket status
The onboarding sets the ticket status:
- To-do when it is created.
- In progress once any task is completed.
- Done when the last task is completed.
- Cancelled when you cancel the onboarding.
Tips and Best Practices
- Set the ticket defaults first. Assignee, priority and subscribers apply to every new onboarding.
- Give each step an assignee. That person answers when Factorial IT needs a decision.
- Set a schedule on every step. Otherwise steps run one week before the start date at 09:00.
- Skip a step by cancelling its task. You do not need to change the settings for a one-off exception.
- Think twice before Close onboarding. It deletes the ticket and its tasks, and cannot be undone.
Troubleshooting and FAQ
Troubleshooting
- The whole page is greyed out. The Onboarding Agent is On. Switch it off to use these settings again.
- A row shows Skip. The step is switched off, or it cannot run yet (for example, no email provider is connected).
- Provision SaaS accounts is missing. SaaS Management is not on for your account.
- An automatic step ran as soon as the onboarding opened. Its scheduled moment had already passed, so it ran straight away.
- You cannot see finished tasks. Click Display and switch on Done or Cancelled under Show tasks.
- Cancel the onboarding is not available. The onboarding is no longer To-do. Use Actions > Close onboarding instead.
FAQ
-
Does ONE own the onboarding ticket?
No. ONE only helps the owner.
-
What is the difference between cancelling and closing an onboarding?
Cancelling works while the onboarding is To-do and keeps finished tasks as history. Closing deletes the ticket and its tasks and cannot be undone.
-
What does Scheduling mean for a manual step?
It is the date suggested when you run the step from the ticket.
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Where do I find a hire's onboarding ticket?
On the Tickets tab of their employee profile, or in the Tickets list filtered by the Onboarding tag.