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Prerequisite: automating onboardings requires your HR system to be connected so that Primo can detect upcoming arrivals and their start dates. See Set up HR sync.
Each onboarding runs as a ticket, with one task per step. This article covers how to configure each step. For the page layout and the controls every step shares — Include this step in onboarding, Autonomy, Default assignee, Scheduling, Due date — see Understand onboarding settings. Go to Employees > Settings, open the Onboarding tab, and click a step to open its modal.

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Configure each step

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Create onboarding ticket

The ticket is the first step of every onboarding: every other task runs on it. Open Create onboarding ticket under Ticket information.
  • Automatic — Primo opens the ticket on the scheduled date.
  • Manual — you open the ticket yourself for each new hire. Open the new hire’s panel, which opens on its Tickets tab, and click Start onboarding. Primo creates no ticket and sends no notification on its own.
In Automatic, Scheduling sets how far ahead of the start date the ticket opens: 30 days (recommended), 45 days, 60 days, or as soon as the hire appears in your HR system. A hire synced after that window gets a ticket right away. A hire with no upcoming start date gets no ticket. The ticket is titled First Last - Onboarding and takes the Default Assignee, Default priority, and Default subscribers you set under Ticket information. Turn on Add Primo AI as agent to have Primo AI assist on every new onboarding ticket: it tracks progress, gives hints, and sends reminders. See The onboarding ticket.

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Confirm onboarding information

Checks what your HR system sent, asks for what is missing, and gets the professional address confirmed. This step is always included.
  • Automatic — Primo confirms the onboarding information on the scheduled date.
  • Manual — you confirm it yourself.
The Default assignee is who answers when Primo needs a decision on this step. When Provision email is included, this step also carries the Professional email block, which decides whether Primo creates the work address:
  • Create with Primo — hands the address to the Provision email task. Needs a connected email provider.
  • Do not create — the address already exists or will be created later.

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Provision email

Creates the professional mailbox on your identity provider and delivers the credential. It runs only when an address has to be created. Turn the step off to skip mailbox creation entirely for new hires.
  • Automatic — Primo creates the mailbox and routes the credential.
  • Manual — you create the mailbox and hand over the credential.
When several SaaS instances are set as email providers, the Automatic option adds Create addresses automatically on. Primo creates the new hire’s address on each email provider you select. An admin creates the others from the onboarding. In an onboarding’s email step, several email providers show as a list under Select email provider, each with its email domain. Each one opens on the new hire’s address on that domain, or on a suggested address. Every provider you check needs an address before the step can continue. The step needs a connected email provider that can create mailboxes. Until one is connected, the row reads Skip and the modal only links to the provider setup. See Connect your email provider. Credential delivery decides who receives the employee’s login credential:
  • Send to task owner
  • Send to employee
The Default assignee owns the mailbox step and receives the credential questions.

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Provision SaaS accounts

This step appears only when SaaS Management is enabled on your account.
Runs once the professional email exists. Connected SaaS are provisioned automatically. For manually tracked SaaS, the SaaS owners get a task. Turn the step off to skip SaaS provisioning entirely for new hires.
  • Automatic — on the scheduled date, connected SaaS are provisioned automatically, and the owners of manually tracked SaaS get a task.
  • Manual — the task owner selects the SaaS and triggers the provisioning.
Set both a day and a time under Scheduling before you save. Which SaaS, groups, roles, and licences each employee gets is decided by your provisioning rules. See Set up provisioning rules.

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Purchase equipment

Prepares and orders the new hire’s equipment. Turn the step off when hires bring their own device. In Automatic, Primo AI runs the step end to end and requires a published Equipment policy and Purchasing policy. To configure the step and see how Primo AI runs it, see Equipment Agent.