HR to ITSM
ADP Workforce Now to ServiceNow integration: users and catalog requests on hire and termination
With an integration between ADP Workforce Now and ServiceNow, every employee from ADP Workforce Now becomes a user in ServiceNow, with department, location and manager of the primary position, and a hire or a future-dated termination in ADP orders the onboarding or offboarding item from the ServiceNow catalog. KoppelHet looks at the end date of the position, so the offboarding request reaches IT before the last day.
What the integration does
Organisations that manage staff and payroll in ADP Workforce Now and have their IT service desk in ServiceNow often only learn of a departure once the employee is already terminated in ADP. Laptop and access still have to be collected, while the service desk does not know who the new manager of the remaining team is.
- HR records a hire, position change or termination in ADP Workforce Now.
- A termination arrives as an event; KoppelHet finds the rest in the nightly comparison.
- KoppelHet determines the primary position and stages department, location and manager in the import set for ServiceNow.
- Within the onboarding lead time before the start date KoppelHet orders the onboarding item for the new user.
- A position with an end date produces the offboarding item; on the end date itself the user is set to inactive.
What to watch for with ADP Workforce Now and ServiceNow
- When a termination is recorded ahead of time in ADP Workforce Now, the position is terminated right away, but the employee stays active until the end date. KoppelHet orders the offboarding item when the position changes and only sets the user in ServiceNow to inactive on the end date.
- When a manager is terminated, ADP does not assign a new manager to their team. KoppelHet keeps the manager in ServiceNow until ADP has a new one, and lists in the offboarding request which employees still report to the departing manager, so approvals do not stall.
- An employee can hold several positions in ADP Workforce Now, and termination happens per position. ServiceNow has one user per person. KoppelHet takes department and location from the primary position and only orders an offboarding item when the last position ends.
- ADP sends an event as soon as HR processes a termination. KoppelHet responds straight away with the offboarding request, instead of waiting for the nightly comparison; hires and changes follow from that comparison.
- Each organisation configures its own termination reasons in ADP. KoppelHet only translates the distinction between voluntary and involuntary into a variable of the offboarding item, so the catalog flow revokes access straight away on a forced departure. The reason itself does not go to ServiceNow.
- Access to the ADP API runs through a registered connection with a client certificate. KoppelHet manages that certificate and renews it in time, so the flow to ServiceNow does not stop on the day it expires.
- ServiceNow can only process an import set once an earlier one has finished. KoppelHet loads departments and locations from ADP first, so an employee at a new site does not arrive in ServiceNow without a location.
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
Does ServiceNow have an ADP integration for users?
We found no ADP Workforce Now integration in the ServiceNow documentation that creates users. KoppelHet uses ServiceNow's standard import and service catalog.
Does pay or the social security number go to ServiceNow?
No. KoppelHet only reads name, work email, position, department, location, manager and the 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 event notifications (worker.terminate), with OAuth 2.0 client credentials and a client certificate per registered connection. Termination happens per position (worker.work-assignment.terminate); with a future date the work assignment is Terminated and the worker ACTIVE until that date.
- ServiceNow through the Import Set API (insertMultiple, asynchronous, run_after for cmn_department and cmn_location before sys_user, coalesce on employee_number) and the Service Catalog API (POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with variables and sysparm_requested_for).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in ADP Workforce Now | Field in ServiceNow | Notes |
|---|---|---|
associateOID | employee_number | Fixed key within ADP; coalesce |
Naam (legalName of preferredName) | first_name en last_name | |
Zakelijk e-mailadres | email | |
Afdeling van de hoofdpositie | department (cmn_department) | |
Werklocatie van de hoofdpositie | location (cmn_location) | |
reportsTo van de hoofdpositie | manager | |
Functietitel | title | |
Einddatum van de positie | Offboardingitem, daarna active op false |
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