HR to ITSM
Darwinbox to TOPdesk integration: colleagues and tickets for the Dutch sites
With an integration between Darwinbox and TOPdesk, employees of the Dutch entities in Darwinbox are persons in TOPdesk, with department, branch and manager, and the service desk gets a ticket for every new colleague and every approved departure. A departure that is revoked in Darwinbox or a hire that is deleted also reaches the service desk as a ticket, so no laptop or account is arranged for nothing.
What the integration does
Organisations that use Darwinbox as their global HR system and TOPdesk for IT and facilities in the Netherlands often hear about new colleagues and leavers by email from HR. If a departure is revoked later, the service desk only hears about it once the laptop has already been collected.
- HR records a new colleague and activates them in Darwinbox, as today.
- KoppelHet fetches the changes and only takes employees of the Dutch entities.
- The employee appears as a person in TOPdesk, with department, branch and the manager who applies today.
- The service desk gets an onboarding ticket with start date, job and department in the branch's operator group.
- Once a departure is approved, an offboarding ticket arrives one week before the last working day. After the last working day KoppelHet archives the person.
What to watch for with Darwinbox and TOPdesk
- A departure in Darwinbox has the status approved, pending or revoked. Only an approved departure results in an offboarding ticket. A pending departure waits, so the service desk does not start on something HR may still reject.
- If HR revokes a departure that was already approved, KoppelHet sees this in the daily check. The service desk gets a ticket linked to the existing offboarding ticket, so badge, laptop and account stay where they are.
- Darwinbox keeps a list of hires that were deleted before someone started, with the planned start date and the reason. If an onboarding ticket is already open in TOPdesk for such a hire, KoppelHet reports this to the service desk and does not create a person.
- Darwinbox can fetch employees by their activation date. KoppelHet uses this to add a new colleague as a person in TOPdesk on the day of activation, even if nothing else in their details has changed.
- Sites are office locations in Darwinbox with entity, city and country. KoppelHet only adds the locations of the Dutch entities as branches in TOPdesk, so the service desk does not get dozens of foreign offices in the pick list.
- Darwinbox keeps the manager as history, with a start and end date per period. TOPdesk has one manager per person. KoppelHet picks the period that runs today, so last year's stand-in does not remain as manager in TOPdesk.
- Departments in Darwinbox have a code, a parent entity and a status. A department that is no longer active in Darwinbox gets no new persons in TOPdesk, and KoppelHet reports who is still on 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
Can we also have tickets created for onboarding and offboarding?
Yes. By default an onboarding ticket arrives four weeks before the start date and an offboarding ticket one week before the last working day of an approved departure. If the service desk wants fixed tasks, it becomes a change from your TOPdesk template.
Do colleagues from other countries also go into TOPdesk?
No, only employees of the entities that belong to this TOPdesk. Which ones, we agree at the start.
What does Darwinbox need to arrange on its side?
API access and a dataset with the fields for this integration. Darwinbox only enables that on request; ask for it at the start of the project.
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 (basic auth plus api_key per endpoint): masterapi/employee with datasetKey and last_modified or date_of_activation, orgmasterapi/departmentlist (department_code, parent_company_id, status), orgmasterapi/officelocationlist (company_name, city, country), UpdateEmployeeDetails/separationDetails (separation_status Approved, Pending or Revoked; Requested last day, Proposed Last Day, Date of Approval) and UpdateEmployeeDetails/getDeletedEmployees (Date of Joining, Deleted Reason). API access and dataset only on request from Darwinbox.
- To TOPdesk through the REST API with an operator's application password: persons, branches and departments through Supporting Files (employeeNumber at most 20 characters, archiving through /tas/api/persons/id/{id}/archive), incidents with POST /tas/api/incidents (callerLookup, briefDescription, request, operatorGroup, targetDate, externalNumber) or changes with POST /tas/api/operatorChanges from a template.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Darwinbox | Field in TOPdesk | Notes |
|---|---|---|
employee_id | employeeNumber | TOPdesk accepts at most 20 characters |
Voornaam en achternaam (dataset) | firstName en surName | |
email | email | |
Designation | jobTitle | |
department_code en department_name | department | |
Office location (city, country) | branch | |
Manager met From en To | manager | The line that applies today |
Date of joining | targetDate en briefDescription van de onboardingmelding | |
Laatste dag van een goedgekeurd vertrek | Offboardingmelding en archiveren |
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