Terminations – Tickets are submitted via the HR team emailing the [email protected] with subject lines containing “Resignation” or “Termination”, typically. An Automation Rule runs (Termination Category from ithelp) and classifies the ticket as a Termination category which in turn triggers a webhook and the mandatory termination tasks are added to the ticket via the conditional workflow New Hire/Term Checklists. These tasks must be checked off or the system will not allow the ticket to close.

The content of those emails gives either future or effective immediately timeframes. For future timeframes, the agent schedules a JumpCloud suspension. A suspension kills a user's access to laptop and email/app access in either Google workspace or Microsoft 365 (Corp) environments. Helpdesk agents are required to inquire about asset recovery and post-recovery status in their initial response (staying in the market for backfill or shipping back to IT). The ticket is closed after all tasks are completed. Tickets can automatically reopen with a new response by an agent or ticket subscriber.

Onboarding – Tickets are generated by submissions to Asset Request Form. The tickets have standardized subject lines according to the role. First, a smart rule runs and triggers a category change to New Hire/Onboarding based. A second smart rule runs after the category change and triggers conditional workflow New Hire/Term Checklists that applies role-specific tasks to the ticket. Most laptop-specific tasks are handled by a global image that includes all standard applications for OPD/CPM except for OPD Recovery Roles which uses a separate image with additional desktop-specific configurations. The use of a global image is to account for possible movement between divisions of roles for both the user and the device. Tickets will be closed after all tasks are complete and the employee has either started or the recruit/PRG has rescinded the offer. Tickets can automatically reopen with a new response by an agent or ticket subscriber.

*In addition to the IT triggers the Asset Request form notifies MYPRG and OPD admins to create users and complete additional non-IT asset requests*