HR to ITSM
BambooHR to ManageEngine ServiceDesk Plus integration: requesters per site and requests for joiners and leavers
With an integration between BambooHR and ManageEngine ServiceDesk Plus, every employee from BambooHR becomes a user in ServiceDesk Plus, with employee number, department within their site and supervisor, and KoppelHet creates a request from the right template for every hire or end date. Because a user's status cannot be changed through the API, the offboarding request contains a task to close the user.
What the integration does
Organisations that use BambooHR for HR and ManageEngine ServiceDesk Plus as their service desk often take users in ServiceDesk Plus from Active Directory. A new colleague then only exists once their account is there, and the supervisor who has to approve requests is missing.
- BambooHR reports a new employee or a change to a monitored field; KoppelHet fetches the employee.
- KoppelHet looks up the user by employee number and creates or updates them, with the department within the site of their location.
- The supervisor is linked and marked as approver for service requests.
- Within the onboarding lead time a request follows from the onboarding template, with the start date as due date.
- An end date produces an offboarding request with a task to close the user.
What to watch for with BambooHR and ManageEngine ServiceDesk Plus
- In ServiceDesk Plus a department belongs to a site. BambooHR has department and location separately; KoppelHet combines them, so an employee in Sales in Amsterdam and one in Sales in London each end up in the department of their own site.
- A user's status can only be read in the ServiceDesk Plus API. An end date from BambooHR therefore leads to an offboarding request with a task for IT to close the user, instead of a status change by the integration.
- The employee number must be unique in ServiceDesk Plus. BambooHR uses employeeNumber per company; KoppelHet checks on creation whether the number already exists and reports a clash, for example after a rehire with a new number.
- ServiceDesk Plus can mark a user as approver for service requests. KoppelHet sets that flag on everyone in BambooHR who is the supervisor of an active employee, so approval of an onboarding request lies with the right person.
- In the cloud version of ServiceDesk Plus requesters go through their own requesters endpoint, on-premise through the users endpoint with an authtoken. KoppelHet picks the route at the start, so the same BambooHR flow works on both versions.
- BambooHR divisions have no field of their own in ServiceDesk Plus. KoppelHet puts the division in a custom user field, so a technician sees which part of the business a requester belongs to without opening BambooHR.
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 ManageEngine have a BambooHR integration for ServiceDesk Plus?
ManageEngine connects BambooHR with ADManager Plus for accounts in Active Directory, not with ServiceDesk Plus. For requesters and requests KoppelHet uses the v3 API.
Does this also work with an on-premise ServiceDesk Plus?
Yes, from build 11000 with the v3 API. Older builds use other endpoints; we check this at the start.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- BambooHR through event-based webhooks (employee.created, employee.updated with monitor fields and changedFields) and GET /api/v1/employees/changed?since=; then the employee record with employeeNumber, workEmail, jobTitle, department, location, division, supervisorEmail, hireDate and terminationDate.
- ServiceDesk Plus Cloud through OAuth 2.0 at Zoho Accounts (scopes SDPOnDemand.{module}.{operation}, EU on sdpondemand.manageengine.eu) and /api/v3/requesters; on-premise through /api/v3/users with the authtoken header. Fields employee_id, name, email_id, login_name, jobtitle, department with site, reporting_to, service_request_approver and user_udf_fields; status read-only. Requests through POST /api/v3/requests with subject, requester (email_id), template, site, group and due_by_time in milliseconds.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in BambooHR | Field in ManageEngine ServiceDesk Plus | Notes |
|---|---|---|
employeeNumber | employee_id | Unique in ServiceDesk Plus |
firstName en lastName | name | |
workEmail | email_id en login_name | |
jobTitle | jobtitle | |
location + department | department met site | |
supervisor | reporting_to | |
division | user_udf_fields | |
hireDate en terminationDate | due_by_time van het request (milliseconden) |
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