Attention, MSP operatives! Q Labs reporting for duty. Yes, yes, try not to look too excited.

The Mission: Automating New User Onboarding

Before we dive into the automation itself, let’s set the stage. Our operation begins with CloudRadial, that rather useful client portal platform many of you operatives are already deploying in the field.

So, you’re still manually creating user accounts like it’s 2005? Sigh. I suppose someone has to drag you into the modern era. Today we begin a series on automating one of the most tedious yet critical operations in your MSP arsenal: new user onboarding.

Why start with user onboarding, you ask? Because it’s a repetitive task that:

1. Consumes an inordinate amount of technician time
2. Requires meticulous attention to detail
3. Involves multiple systems
4. Is surprisingly easy to botch if you’re having an off day (or, heaven forbid, a hangover)

In this series, we’ll be using n8n – a workflow automation platform that won’t require you to remortgage your office. At $20 per month rather than the eye-watering $1500 per month demanded by certain other platforms (which shall remain nameless), it’s rather like choosing a reliable sedan over an Aston Martin that spends most of its time in the shop.

The Trigger: CloudRadial Request Form

We’ve configured CloudRadial with a specialized “Add New User” form that’s only visible to authorized personnel at the client site. When a manager needs a new user, they simply:

1. Log into their CloudRadial portal
2. Click the “Add New User” button
3. Complete the form with critical details:
   • First name and last name
   • Employment type (contractor or full-time employee)
   • Required server groups for access permissions (these control drive mappings, printer access, and other resources through Group Policy)
   • Hardware requirements (new laptop, new workstation, or use of existing equipment)

Once submitted, CloudRadial performs several crucial operations:

• Opens a ticket in Autotask for the user creation with all the collected information
• Creates a separate ticket if a new workstation or laptop is required (an excellent opportunity for potential hardware sales or preparation of existing equipment)
• Triggers a webhook that activates our n8n workflow

This webhook is the ignition key to our automation engine, delivering all the necessary data to start the process. (We’ll cover the CloudRadial setup in a separate, linked post for those who want to replicate this exact configuration.)

Operational Planning: The Mission Briefing

Now, with our trigger mechanism established, we need a proper mission plan. Like any good spy operation, we must know precisely what systems we’re infiltrating and what actions we’re taking. Here’s the operational workflow I’ve devised:

Step 1: Reconnaissance

• Autotask: Check if the user already exists
• Office 365: Check if email already exists
• Office 365: Verify license availability

Step 2: Communication & Approval

• Autotask: Add note to ticket with findings and await approval
• Email System: Send approval request to authorised personnel
• Autotask: Document approval and initiate automation sequence

Step 3: User Creation

• Autotask: Create the contact record
• Autotask: Add appropriate billing items
• Autotask: Document onboarding details in UDF fields

Step 4: Mailbox Setup

• Office 365: Double-check license availability
• Pax8 (if needed): Procure additional license
• 30-second pause for syncing (Computers need tea breaks too)
• Office 365: Create mailbox and assign license
• Office 365: Add mobile number for initial 2FA

Step 5: System Access Configuration

• Datto RMM: Create configurations if required
• Active Directory: Create user account
• Active Directory: Add user to appropriate groups
• IT Glue: Document initial password

Step 6: User Onboarding Experience

• GlassHive: Add user to onboarding email sequence

Step 7: Mission Completion

• Email System: Notify requester with secure password delivery
• Autotask: Update ticket and mark mission complete

Why Plan Before Building?

“But Q,” I hear you protest, “can’t we just jump straight into building this automation?”

Exasperated sigh

Would Bond rush into a villain’s lair without proper reconnaissance? Don’t answer that. The point is, he shouldn’t.

A proper automation plan provides:

1. Clear objectives: Everyone knows what we’re trying to accomplish
2. System identification: All platforms that need to be accessed are identified
3. Sequential logic: The correct order of operations is established
4. Error handling opportunities: Points where things might go wrong can be anticipated
5. Documentation: The blueprint for both implementation and future modification

Next Steps: Building Our n8n Workflow

In our next thrilling installment, we’ll begin the actual implementation in n8n. We’ll connect to our first systems (Autotask and Office 365) and build the initial reconnaissance phase of our automation.

Until then, do try to keep your manual user creation processes from completely overwhelming your technicians. They need to save their energy for more important things – like explaining to clients why clicking on that suspicious email was, in fact, a terrible idea.

Q Labs, over and out.

Need more classified information? Infiltrate our Cleared Access program for top-secret SOPs, automation templates, and more. Your MSP’s success may depend on it. No pressure.