How to Off-board an Employee using an Off-boarding Smart Ticket

When an employee leaves an organization, Ostendio allows you to create one ticket to off-board an employee when they depart, since access to multiple systems, devices, documents, and training needs to be removed.

A user cannot be removed from Ostendio until each and every system owner has confirmed that they have removed access. This is especially valuable in a time-sensitive situation such as an emergency employee termination.

Please note that while you can on-board multiple employees, you can only off-board one employee at a time. As ownership of items within Ostendio (e.g. documents, recurring tasks, etc.) needs to be reassigned. Deleting one user at a time ensures that work and ownership are being allocated correctly.

To access the off-boarding ability in Ostendio, click the 3 bars in the top right corner of any Ostendio page, and select ‘Users’. Once on the Users page, select the employee you want to off-board from the User’s grid, click the gear icon in the top right corner, then click Off-board Selected User.

To create an off-boarding ticket:

To onboard an employee using a smart ticket, Click the + icon in the universal side tray to the right.
Click Ticket.
Select the System Templates tab.
Choose the system-provided smart ticket: Smart ticket - Off-board users.
Remove permissions
- Off-bording user: Select the user would like to off-board.
- Off-boarding options: Choose how you would like to off-board this employee given the following two options:
  - Off-board & suspend user
    - This process allows you to immediately suspend the user and reassign all of their activities and artifacts, except private artifacts. To reassign private artifacts, you must choose “Delete user”.
  - Delete user
    - This process allows you to delete the user and reassign all of their activities and artifacts, including private artifacts.
    - This process will only delete the user and will not create any requests to remove the user from physical artifacts. If you want to ensure physical access is removed you must first use the 'Off-board & suspend user' process and only Delete the user once all physical access has been removed

Off-board & suspend user

As appropriate, click remove permission for Custodian, Consumer, Approver, Task Owner, Access List, Manager, and Static Groups.
Once finished removing permissions click Next to proceed.

Assign actions

Assign actions
- I will take action on all sub-tickets assigned to me
  - Select this option if you would like to take action on any new tasks assigned to you after creating a Smart Ticket. Otherwise, select another option to speed up the work required.
- Automatically remove user from items where I am an Owner/Custodian only
  - If you select this option, any items that you have permission to as an owner or custodian will generate sub-tickets in your name that will be closed immediately. Due to the large number of system emails that would generate from creating a smart ticket, the system will not send any email notifications to notify you of this action. This will effectively add/remove the user(s) to the Ostendio item automatically.' + '
  - This is helpful if you are dealing with multiple items or users.
  - Please note that this will not close tickets related to the Access List or the In Possession of an Asset, as they require the user(s) to be added/removed from another 3rd-party system.
- Automatically remove user from items where I have permission
  - If you select this option, any items that you have permission to as an admin regardless of item owner will generate sub-tickets in your name that will be closed immediately. Due to the large number of system emails that would generate from creating a smart ticket, the system will not send any email notifications to notify you of this action. This will effectively add/remove the user(s) to the Ostendio item automatically.' + '
  - This is helpful if you are dealing with multiple items or users.
  - Please note that this will not close tickets related to the Access List or the In Possession of an Asset, as they require the user(s) to be added/removed from another 3rd-party system.
General information
- In General Information, enter the name for the ticket that will be generated, or use the name generated by default from the platform
- Enter the due date that you require the off-boarding tasks for your employee to be completed
- Set a priority for the employee off-boarding.
- Enter a description for the off-boarding ticket. By default, the system will generate a description of the number of items and the names of the employees
- Check the box Automatically close this ticket once all sub-tickets are closed to have the ticket automatically change its status to closed once all sub-tickets generated by any subtasks are complete
Access control
- Set Owner, Custodian(s), and Consumer(s) on the ticket.
- Check the box that asks if approvers will be required (optional).
- Click Next
Notification
- Select the notification setting you would like to apply for this user's off-boarding.
- Click Submit & create smart ticket.
Confirmation
- After clicking submit you will see the confirmation page stating that your smart ticket has been successfully created in the system. You then have the option to view the onboarding ticket.

Delete User

Remove permissions
- If you would like to Delete this user you have the option to transfer all ownership to a single user or to specific users.

- Check the box on the bottom left if you would like to send an email notification to the deleted user regarding the deletion of the user account

Reason

- Provide the reason for the deletion of the user and click Next.
Delete warning

- Lastly, you will need to confirm that you want this user deleted by clicking the red Delete button.