HR to ITSM
AFAS Jira Service Management integration: customers, Assets and onboarding requests from AFAS Profit
With an integration between AFAS Profit and Jira Service Management, every employee from AFAS is a customer in the portal and an employee in Assets, and KoppelHet creates a request of the right request type on that employee's behalf for every hire, transfer or end date. The onboarding request holds start date, job and manager, and after leaving the employee loses portal access.
What the integration does
Organisations with employees in AFAS and IT requests and devices in Jira Service Management and Assets only get a customer in Jira when someone raises their first request. A laptop in Assets only carries a name, so at departure nobody can see which equipment someone still has.
- KoppelHet reads AFAS with a dedicated connector that contains only the fields for Jira Service Management.
- A new employee becomes a portal customer and a member of their department's organization, so they can see their team's requests if that is how it is set up.
- An employee object is created in Assets with employer, department, job and manager. IT links laptops and phones to that object.
- On a transfer the customer moves to the new department's organization on the start date.
- After the end date KoppelHet revokes portal access and sets the employee object to left, so IT can collect the linked equipment.
- When the start date falls within the agreed lead time, four weeks by default, KoppelHet creates a request of the onboarding request type on behalf of the new customer, with start date, job and manager in the fields.
- A new job or department results in a change request; one week before the last working day an offboarding request arrives for laptop and access.
What to watch for with AFAS Profit and Jira Service Management
- Because the customer exists before the request arrives, KoppelHet raises the onboarding request on behalf of the new colleague. They see the request in the portal on day one and can respond to it.
- The laptop IT prepares for onboarding is linked in Assets to the employee object from AFAS. The offboarding request one week before the end date therefore lists what has to come back.
- The request type decides which fields a request has. KoppelHet reads those fields, so a field IT adds later, such as phone yes or no, can be filled from a free field in AFAS.
- Jira Service Management normally creates customers when someone first emails or uses the portal. KoppelHet creates them in advance from AFAS, so a new colleague is in the right organization on day one.
- In Jira Service Management organizations decide who can see each other's requests. KoppelHet creates them per organisational unit or per employer from AFAS, depending on what you want to share.
- Assets has its own import entry point for external sources, with a fixed schema and a field mapping. KoppelHet delivers the AFAS employees there, so laptops and phones are linked to real employees and not to a loose name.
- After leaving, a former employee can still raise requests through the portal unless access is revoked. KoppelHet revokes portal access on the day after the end date; earlier requests are kept.
- A display name does not have to be unique in Jira Service Management. KoppelHet therefore recognises employees by email address, and in Assets by the AFAS employee number, so two colleagues with the same name are not mixed up.
- If the organisation has several employers in AFAS, the employer is stored in Assets. Reports on issued hardware and cost allocation can then be made per employer.
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
Can we also have tickets created for onboarding and offboarding?
Yes. By default KoppelHet creates a request of your onboarding request type four weeks before the start date, on behalf of the new employee, and an offboarding request one week before the end date. A transfer results in a change request.
Do employees get a Jira licence with this?
No. Portal customers do not need an agent licence. Agent accounts are managed through Atlassian administration, separate from this integration.
Do we have to use Assets?
No. Without Assets the integration only manages customers and organizations.
What about the GDPR?
You are the controller and KoppelHet is the processor, under a data processing agreement. The integration only reads the fields Jira Service Management needs.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- AFAS is read with a dedicated GetConnector under its own app connector, filtered on modification date.
- Jira Service Management through the REST API under /rest/servicedeskapi/ - POST customer (email and displayName), PUT customer/user/{accountId}/revoke-portal-only-access, and organization with POST organization/{organizationId}/user. Assets through the import source API (schema-and-mapping, executions, data and status) with the import:import-configuration:cmdb scope.
- Requests through POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId and requestFieldValues (including summary, start date and custom fields), and raiseOnBehalfOf with the accountId of the customer the integration created. KoppelHet fetches the fields per request type through GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field. A comment on an open request through POST /rest/servicedeskapi/request/{issueIdOrKey}/comment.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in AFAS Profit | Field in Jira Service Management | Notes |
|---|---|---|
Roepnaam en voorvoegsel + achternaam | Klant: displayName | |
E-mail werk | Klant: email | |
Organisatorische eenheid | Organisatie (lidmaatschap) | |
Medewerkernummer | Assets: Medewerkernummer (sleutel) | |
Werkgever | Assets: Werkgever | |
Functie | Assets: Functie | |
Leidinggevende | Assets: Leidinggevende (verwijzing) | |
Kostenplaats | Assets: Kostenplaats | |
Datum uit dienst | Assets: status en portaaltoegang intrekken | |
Indiensttreding, wijziging of vertrek | requestTypeId | Request type for onboarding, change or offboarding |
Klant die de koppeling aanmaakte | raiseOnBehalfOf (accountId) | The request is in the employee's name |
Datum in dienst of datum uit dienst | requestFieldValues: startdatum of laatste werkdag | |
Functie en leidinggevende | requestFieldValues: functie en manager | |
Afdeling of locatie | Servicedesk en queue van het request type |
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