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Every employee onboarding is backed by a ticket. The onboarding steps — HR information, email, SaaS provisioning, and equipment — appear as tasks on that ticket, so you follow, comment on, and resolve the full journey from one place.
This article covers how to track an onboarding once it exists. To configure how each step is processed (manual, automatic, or skipped), see Automate your onboardings.

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How an onboarding becomes a ticket

Each onboarding creates a ticket automatically:
  • From HR sync — when your HR system reports an upcoming arrival, Primo creates the onboarding and its ticket together, starting with the Onboarding details task.
  • From manual creation — when you create an onboarding manually, the ticket appears once you validate the HR information step. Your onboarding settings determine the remaining tasks.
The ticket title uses the new employee’s name (for example, John Doe - Onboarding) and the ticket goes to the employee’s direct manager when one is set. The new employee becomes the ticket requester, and related items such as equipment orders link to the ticket as related objects.

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Where to find onboarding tickets

Open the employee profile and go to the Tickets tab to see the onboarding ticket and its status. You can also find it from the main Tickets list. Open the ticket to view its tasks and full activity log.

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Onboarding tasks

The ticket groups tasks by how you handle them:
  • Manual tasks — need a human action before completion.
  • Scheduled tasks — run automatically on a due date (for example, Provision Slack — Scheduled for 28 Jun).
  • Done tasks — already completed.
Each onboarding step maps to a task:
Onboarding stepTask on the ticketHow it’s completed
HR informationOnboarding detailsConfigure opens the step
EmailCreate professional emailConfigure opens the step
EquipmentConfigure equipmentConfigure opens the step
SaaS provisioning (automatic)Provision Runs automatically on its scheduled date
SaaS provisioning (manual)Create account for on Mark as done once you’ve created the account
Tasks appear only for the steps your onboarding settings include.

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Complete a task

Each task card shows a contextual action depending on its type:
  • Configure — for onboarding steps (HR information, email, equipment). It opens the matching step; completing the step marks the task as done.
  • Mark as done — for SaaS accounts you create manually. Create the account in the application, then mark the task done.
  • No action — automatically provisioned SaaS tasks run on their scheduled date and complete on their own.
Completing onboarding steps through their Configure action keeps the ticket and the onboarding in sync: the task status always follows the step.

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Skip a step or cancel the onboarding

  • Skip a step — from a task’s menu, skip a step you don’t need for this employee. Skipping a step cancels its task, and cancelling a task skips the step — it’s the same action from two entry points.
  • Cancel the onboarding — available while the onboarding hasn’t started yet (status To-do), for example right after an HR sync created it. Cancelling the onboarding cancels the ticket and all its pending tasks. Primo keeps already-completed tasks for history.

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Ticket status

The ticket status reflects onboarding progress automatically:
  • A new onboarding ticket starts as To-do.
  • Completing a task while others remain moves the ticket to In progress.
  • Completing the last task moves the ticket to Done.
  • Cancelling the onboarding moves the ticket to Cancelled.