ITSM User Onboarding: Playbook and Notification Design

[Sandeep Goudar]

Hello Dev Community,

I am working on a Paybook -based onboarding flow in ITSM. I have created a catalog item where the requester enters the necessary details of the onboarding user and submits the request.

Once the request is submitted, an email should be triggered automatically to the onboarding user, instructing them to complete a set of mandatory trainings. After the user completes these trainings, another email should be sent to the ITSM team notifying them that the mandatory trainings are completed.

Next, the user’s manager should trigger a second email to the onboarding user explaining how to apply for ITSM access. After the onboarding user completes this step, their user ID should be created and ITSM access should be provisioned.

Once access is granted, the onboarding user should be able to view the generated RITM and Paybook in the system and complete all required onboarding activities.

I would like guidance on how to configure this workflow in ServiceNow.

Thanks, 
Sandeep.

[Ankur Bawiskar]

@Sandeep Goudar 

I believe you can use HRSD Onboarding for this rather than ITSM

check this

ServiceNow HRSD Onboarding Process 

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[Sandeep Goudar]

@Ankur Bawiskar, 

Thanks for the suggestion! However, for this process we’re not using HRSD Onboarding. We are specifically leveraging the Playbook feature to manage the onboarding flow, tasks, and activities. The entire workflow—notifications, mandatory training steps, manager actions, and ITSM access steps—is being designed within the Playbook framework and not through HRSD Onboarding.

[Ankur Bawiskar]

@Sandeep Goudar 

so how did you configure the current setup, share some screenshots

where are you stuck?

[Dr Atul G- LNG]

Hi @Sandeep Goudar 

You can use the Order Guide form and add the required items carefully, since you’re not using HRSD and the Order Guide works best for this scenario. I’d recommend first drafting the process on paper to see how the information flows, and then building it in ServiceNow using the Order Guide and Flow Designer.