HR to ITSM
ADP Workforce Now to TOPdesk integration: US and Canadian colleagues as callers, with onboarding and offboarding incidents
With an integration between ADP Workforce Now and TOPdesk, workers from ADP Workforce Now become persons in TOPdesk with branch, department, manager and language, and the service desk gets an onboarding incident before the start date and an offboarding incident before the termination date. A departure recorded in advance in ADP thus reaches TOPdesk in time, even though the worker stays active in ADP until that date.
What the integration does
Organisations with central IT in TOPdesk and staff abroad who are managed in ADP Workforce Now miss those people in the service desk. New colleagues from ADP only reach TOPdesk when someone retypes them, and departures are often noticed weeks later.
- HR in the United States or Canada completes a hire in ADP Workforce Now, with position, department, work location and manager.
- ADP reports the new worker. KoppelHet puts the person in TOPdesk with the work location as branch and English as language.
- Four weeks before the start date an onboarding incident reaches the operator group that serves the American or Canadian site.
- On a new position or department the person in TOPdesk follows and IT gets a change incident.
- One week before the termination date an offboarding incident arrives. After the termination date the person is archived in TOPdesk.
What to watch for with ADP Workforce Now and TOPdesk
- When HR records a departure in advance in ADP, the position is already terminated, but the worker stays active until the termination date. KoppelHet looks at the termination date of the position, so the offboarding incident is in TOPdesk a week ahead and not only on the day itself.
- ADP holds three numbers per worker. KoppelHet uses the number that is unique across ADP as the fixed key; the employer's employee number goes to TOPdesk. The position number changes with a new position and is therefore not a key.
- Someone can hold several positions at once in ADP. In TOPdesk that stays one person, with branch, department and manager of the main position. When one of the positions ends, no offboarding incident is raised as long as another continues.
- When a manager is terminated in ADP, their team can still point to them there until HR records a new manager. In TOPdesk those workers would then point to an archived manager. KoppelHet reports this to HR and keeps the old manager until ADP has a new one.
- TOPdesk can store a language per person. Colleagues from ADP get English, or French for French-speaking Canada, so the self-service portal does not open in Dutch.
- ADP only returns archived former workers when the integration asks for them explicitly. KoppelHet does that in the daily comparison, so a missed notification about a departure still leads to archiving in TOPdesk.
- ADP hides sensitive data such as the social security number by default. The service desk does not need it, so KoppelHet does not request it.
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
Why not a CSV export from ADP to TOPdesk?
It can be done, but someone has to run that export, and departures recorded in advance only come through once the worker is actually inactive in ADP. The integration acts on the termination date of the position and creates the incidents itself.
What needs to be set up in ADP?
A registered integration with read access to workers and the related event notifications. ADP arranges that access per organisation.
Can Dutch employees from another HR system be added?
Yes. TOPdesk can hold persons from several sources. Per source we record which branches belong to it, so the sources do not overwrite each other.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- ADP Workforce Now is read through the Worker Management API (GET /hr/v2/workers) with OData paging ($top and $skip) and filters on associateOID or workerID, and through event notifications such as worker.terminate. Access through OAuth 2.0 client credentials with a client certificate, per registered integration. Archived workers only with the header intended for that.
- With a future terminationDate ADP sets the work assignment to Terminated and the worker only on the termination date. Terminating a manager does not assign a new manager (known limitation US1401391).
- To TOPdesk through the REST API: persons (employeeNumber at most 20 characters, branch, department, manager, language, jobTitle), archiving after the termination date, and incidents with POST /tas/api/incidents (callerLookup, operatorGroup, category, targetDate, externalNumber).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in ADP Workforce Now | Field in TOPdesk | Notes |
|---|---|---|
workerID (idValue) | employeeNumber | At most 20 characters in TOPdesk |
associateOID | Sleutel in het KoppelHet-platform | Unique across ADP |
Voornaam of preferred name | firstName | |
Achternaam | surName | |
Zakelijk e-mailadres | email | |
Work assignment: positie | jobTitle | |
Work assignment: organisatie-eenheid | department | |
Work assignment: werklocatie | branch | |
Work assignment: reportsTo | manager | |
Land van de werklocatie | language | English for the United States, English or French for Canada |
terminationDate van de work assignment | employmentTerminationDate (contract) en archiveren |
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