Our company New Hire / Change / Exit process


We wanted to use Kace to no only help with our employee process but to also store what accounts a user has, so when they leave we know what all needs to be removed..

  1. We created custom fields in the User side of Kace that will hold the info for the accounts the user will have etc..
  2. We created 3 processes "New or Main employee, Change employee, & Exit employee" in these processes
    1. Main NEW HIRE Process 
      1. Main includes 4 tickets 1 is Parent and 3 (1 for phone extension (Category set), Email migration (Category set), & User accounts (Category set)) the process is started when our sharepoint enrollment page send e-mail to the queue to start the process
      2. The Parent ticket gets the info from the e-mail and the 3 child tickets get the info inherited from the parent
      3. A CTR runs and based upon "Company: xxx" sets e-mail address accordingly & sends an e-mail to Office managers about the new hire
      4. A CTR then moves the parent ticket to a separate "Parent Queue" the reason is the last ticket that closes will send e-mail to the manager as well as the new hire with specific account login information & if the parent was the ticket used for this purpose when the last child was to close it could accidently  (by default) close the parent ticket prematurely) so what works for us is to just use the parent as just a template holder..
      5. Next there is a CTR that if category is set to Phone Ext, then add Phone Ext- to the ticket title
      6. Next a CTR will close the Phone Ext- ticket if it is not needed based upon what is in the summary of the ticket (certain positions or locations do not get custom phone extensions)
      7. The next CTR if the Phone ext- ticket is closed automatically, it writes N/A into the sibling ticket User-Accounts in the perspective fields
      8. Next CTR if the Phone ext- ticket is NOT closed it then gets moved temporarily into the parent queue (just so it is not just sitting there in the way until it is needed)
      9. Next CTR(s) check category and adds E-mail Migration- to the title, as well as closes if the ticket is not needed (based on employee position etc..) then the E-mail Migration- ticket get moved temporarily into the Parent queue as well..
      10. Next CTR (that triggers earlier on) will add User-Accounts- to the title
      11. CTR then checks the summary and depending on location (there are 4 possibilities) it sets the category of the user-accounts- ticket to the appropriate category (this is used to determine through conditional logic of the ticket templates which fields are displayed in the ticket (certain locations have different types of accounts needed)
      12. Now all the tickets are created & ready for the technician to start the actual process...
      13. Once account is created in Active Directory, the technician enters the Login ID into the first field in the ticket.. as well as E-mail address.. then the ticket status is set to "Waiting for Email Migration"
      14. When the status is set to waiting. CTR(s) move the Phone Ext- ticket from the parent queue to a secondary queue called Tier 2,  as well as re-open if it was closed and the same for the E-mail migration ticket
      15. When the Phone Ext ticket is completed (the technician working tier 2 enters the info into 2 fields "Phone Ext" and "Direct Line") the info from those 2 fields is written into the sibling ticket with title starting with User-Accounts-
      16. The E-mail migration ticket, once the E-mail migration is complete, is simply closed, CTR will change the status of the Sibling with title starting with User-Accounts- to "Email Migration completed"
      17. Active Directory sync or manual sync then pulls the User from AD into Users in kace.
      18. Now the Technician working the User-Accounts" ticket can complete the rest of the account setup, enter the data into the corresponding fields based on what accounts were needed etc.., selecting Manger in drop down, setting CC to the new hire E-mail address, as well as selecting the correct template for the resolution (html with variables that pull from the fields from the ticket) 
      19. CC list gets the resolution e-mail to them, CTR sends e-mail to the manager selected in the drop down with temp computer log in infor to give to new employee, CTR also sends e-mail to office manger based on waht compnay is listed within the summary of the ticket
    2. Change



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