HR to ITSM
ADP Workforce Now to Jira Service Management integration: customers and requests on hire and termination
With an integration between ADP Workforce Now and Jira Service Management, every employee from ADP becomes a customer in the service desk, in their department's organisation, and a hire or termination in ADP sets up a request on behalf of the manager. KoppelHet reads ADP's Worker Management API and notifications and writes through the Jira Service Management REST API.
What the integration does
Organisations with ADP Workforce Now as HR system and Jira Service Management as IT service desk often have managers request onboarding themselves in the portal. Data from ADP is retyped, and an involuntary departure reaches IT through a phone call from HR.
- Every night KoppelHet reads the workers from ADP and compares them with the previous state.
- A new employee with a work email becomes a customer and member of their department's organisation.
- The onboarding request is raised on behalf of the manager from ADP, with start date and job title.
- A termination notification from ADP immediately produces an offboarding request, with priority for an involuntary departure.
- On the end date KoppelHet removes the customer from the organisation.
What to watch for with ADP Workforce Now and Jira Service Management
- KoppelHet uses ADP's Worker Management API with a client certificate and the regular Jira Service Management REST API on the other side.
- A customer in Jira Service Management has no employee number. KoppelHet stores the customer's accountId with the ADP ID that is unique across ADP, so a new position or a new work email in ADP affects the same customer.
- Creating customers in Jira Service Management requires Jira administrator rights; raising requests on someone's behalf does not. KoppelHet uses an administrator account only for new customers and an agent account for requests and organisations.
- ADP sends a notification as soon as HR processes a termination. KoppelHet submits the offboarding request on it straight away, not at the nightly run, so an immediate departure reaches IT the same day.
- Each organisation configures its own termination reasons in ADP. KoppelHet translates them per client into voluntary or involuntary and gives the offboarding request a higher priority for an involuntary departure; the reason itself does not go into Jira.
- With a termination recorded ahead, the worker stays active in ADP until the end date, while the position is already terminated. KoppelHet only removes the customer from the organisation on the end date, so the employee can follow their own requests until their last day.
- If a new employee's manager is already terminated in ADP, the team can still refer to them, because ADP does not assign a new manager. KoppelHet then does not raise the onboarding request on their behalf but with its own account, and notes in the request that the manager is missing.
This integration is also part of joiner, mover, leaver.
How we build and run it
- The integration runs on the KoppelHet platform, hosted in a data centre in the EU.
- Every sync and every error is visible in the functional log; on an error your administrator is notified.
- A change that cannot go through is not half-applied but queued for another attempt.
- KoppelHet is ISO 27001 certified. Data travels encrypted and stays on the platform no longer than needed.
- After go-live we manage the integration and adjust it when your process changes.
- The integration fits next to your existing integration layer. Only the fields in the design are transferred; the platform keeps no register of its own.
Implementation and price
This is not an app you switch on. We build the integration for your organisation on our platform, with building blocks we reuse on every project. So it is custom work that does not start from scratch.
A consultant prepares the intake and analyses both systems. We then record the mapping and exceptions field by field, test in the test or acceptance environment and go live at a moment you choose. Costs are a one-off amount for the setup and a monthly amount for platform, monitoring and support.
Frequently asked questions
Do we need to register anything in ADP?
Yes. The integration gets a client ID, secret and certificate in ADP. KoppelHet guides that application and renews the certificate in time.
Does pay data go to Jira?
No. Only name, work email, department, job title, manager and dates.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- ADP Workforce Now through the Worker Management API (GET /hr/v2/workers with $top, $skip and $filter) and the worker.terminate event notification, with OAuth 2.0 client credentials and a client certificate per registered integration. Termination reasons are configured per client.
- Jira Service Management through the REST API. POST /rest/servicedeskapi/customer (Jira administrator), /rest/servicedeskapi/organization and /organization/{organizationId}/user with accountIds, and POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in ADP Workforce Now | Field in Jira Service Management | Notes |
|---|---|---|
associateOID | Koppeltabel met accountId | |
Naam | displayName en fullName | |
Werkadres | email | |
Afdeling van de hoofdpositie | Organisatie | |
Leidinggevende van de hoofdpositie | raiseOnBehalfOf | |
Startdatum, functie en locatie | requestFieldValues van het onboardingverzoek | |
Einddatum en soort vertrek | requestFieldValues van het offboardingverzoek |
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