HR to ITSM
Darwinbox to ServiceNow integration: users, companies and catalogue requests on hire and termination
With an integration between Darwinbox and ServiceNow, every employee from Darwinbox is a user in ServiceNow, with company, department, location and manager, and an activation or approved separation in Darwinbox orders the onboarding or offboarding item from the catalogue. ServiceNow has no Darwinbox app in the Store; KoppelHet reads the Darwinbox APIs and loads into ServiceNow through import sets.
What the integration does
Organisations with Darwinbox as HR system for several countries and ServiceNow as service desk often load users from Active Directory, without company or manager from HR. Onboarding starts with a catalogue request HR fills in by hand, and a revoked separation sometimes only reaches IT after the account has been disabled.
- KoppelHet reads the entities, departments and office locations in Darwinbox and loads them into ServiceNow first.
- Then the changed employees follow, with the manager of the period that runs today.
- When a new employee is activated, KoppelHet orders the onboarding item for that user.
- An approved separation orders the offboarding item with the last working day.
- A revoked separation or deleted hire adds a note to the open request.
What to watch for with Darwinbox and ServiceNow
- The ServiceNow Store has no Darwinbox app for users or onboarding. KoppelHet reads the Darwinbox APIs, for which Darwinbox sets up access and a dataset with the required fields per client, and loads through ServiceNow's standard import sets.
- Darwinbox returns a group's entities with country and city. Each entity becomes a company in ServiceNow, and KoppelHet runs that import set first, so an employee of a new entity does not arrive without a company.
- Darwinbox can return the field, old value and new value per change. KoppelHet only puts employees with a different department, location, job title or manager into the import set, so a new address or bank account costs no transformation in ServiceNow.
- A separation in Darwinbox is approved, pending or revoked. Only an approved separation orders the offboarding item; if it is revoked later, KoppelHet adds a note to the open request in ServiceNow, so account and laptop stay.
- The separation history in Darwinbox indicates whether the leaver is a manager. KoppelHet then states in the offboarding request which users in ServiceNow still report to them, so approvals move to a successor in time.
- Darwinbox keeps a list of hires deleted before the person started. If an onboarding request is already open for such a hire, KoppelHet adds a note to it and sets the user in ServiceNow to inactive.
- Darwinbox can return employees by their activation date. KoppelHet orders the onboarding item based on that date and not on every change, so an employee who has been working for months gets no new onboarding request after a correction.
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 a Darwinbox integration?
We found no app in the ServiceNow Store. KoppelHet uses the Darwinbox APIs and ServiceNow import sets.
What do we need to arrange with Darwinbox?
API access and a dataset with the fields for this integration. Darwinbox supplies the keys; KoppelHet provides the field list.
Does salary data go to ServiceNow?
No. The dataset only contains name, work email, job title, entity, department, location, manager and dates.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Darwinbox through the Employee Core APIs with basic authentication and an api_key per endpoint, mostly POST with JSON. masterapi/employee with datasetKey and last_modified or date_of_activation, orgmasterapi/groupcompanylist, departmentlist and officelocationlist, orgmasterapi/employeeManager for manager history, UpdateEmployeeDetails/pushTriggerDataWithNoPushUrl for per-field changes, separationDetails and separationrequesthistory for separations, getDeletedEmployees for deleted hires. Access on request from Darwinbox.
- ServiceNow through the Import Set API (POST /api/now/import/{stagingTableName}/insertMultiple, asynchronous, with run_after so core_company, cmn_department and cmn_location are processed before sys_user; coalesce on employee_number). Catalogue requests through POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with variables and sysparm_requested_for; notes through the Table API on sc_req_item.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Darwinbox | Field in ServiceNow | Notes |
|---|---|---|
employee_id | employee_number | Coalesce key |
Voornaam en achternaam | first_name, last_name | |
Werkadres | email | |
Functie (designation) | title | |
Entiteit (group company) | company (core_company) | |
Afdeling (department_code) | department (cmn_department) | |
Kantoorlocatie | location (cmn_location) | |
Leidinggevende van de lopende periode | manager |
Related
Darwinbox → Active Directory
Darwinbox to Active Directory integration: domain accounts that follow Darwinbox, per office location
Darwinbox → ADP iHCM
Darwinbox to ADP iHCM integration: CTC changes, extra payments and approved separations to Dutch ADP payroll
Darwinbox → AFAS Profit
Darwinbox to AFAS integration: Dutch employees from Darwinbox in AFAS payroll
ASDarwinbox → Arbodienst (SIVI)
Darwinbox to the occupational health service via SIVI: approved sick leaves as absence reports