HR to ITSM
Dayforce to Freshservice integration: requesters from Dayforce and requests on hire, extra work assignment and departure
With an integration between Dayforce and Freshservice, every employee from Dayforce becomes a requester in Freshservice, with department, location, job title and manager as they apply on the start date, and a hire or departure sets up an onboarding or offboarding request. Freshworks has its own Dayforce connector for these steps; KoppelHet comes in when an extra work assignment should produce its own request, when only certain locations belong in the service desk, or when your Freshservice plan does not include the connector.
What the integration does
Organisations with Dayforce as HR and payroll system and Freshservice as service desk often work with many locations and employees who switch between sites. IT then hears about a hire through an email from the site manager, and an employee who starts working at a second location gets no badge or access there until someone asks for it.
- HR records a hire in Dayforce, with a start date in the future.
- KoppelHet requests the employee as they look on the start date, with work assignment, org unit and manager.
- The manager is made a requester first if they are not one yet, then the new employee.
- The onboarding request is submitted on behalf of the manager; an extra work assignment at another location produces a change request.
- On leaving an offboarding request follows, and after the end date the requester is deactivated.
What to watch for with Dayforce and Freshservice
- Freshworks' Dayforce connector has recipes for updating employees, onboarding, offboarding and a scheduled historical sync. According to Freshworks it is only available for Pro and Enterprise, and Freshworks bills on executed tasks.
- The connector asks for one Dayforce time zone for the whole environment when it is set up. If employees work in several time zones, KoppelHet calculates per location, so a start date in another time zone does not shift by a day.
- Dayforce stores work assignment, organisation and manager with start and end dates. KoppelHet requests the employee with the start date as reference date, so the onboarding request contains the department and location where the new colleague really starts.
- An extra work assignment at another location is a new work assignment in Dayforce, not a new employee. KoppelHet turns it into a change request in Freshservice for badge and access at that location, instead of a second onboarding.
- Dayforce only returns a field if the API user's role has rights to it. If the manager or work address is missing, KoppelHet reports it as a rights issue instead of creating a requester without a manager.
- In Freshservice the manager must already be a requester before they can be linked to an employee. KoppelHet therefore always processes managers first, also when a site manager starts at the same time as their team.
- Dayforce often holds employees from several countries and companies. KoppelHet only includes the locations that belong to this Freshservice environment, so requesters and requests do not arrive at the wrong service desk.
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 every seasonal worker get an onboarding request?
We agree that per type of employment. Without a request they are still added as requesters in Freshservice.
What rights does KoppelHet have in Dayforce?
Read-only, on the fields the service desk needs. Salary and payroll data are outside the role.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Dayforce through the REST API with the client name in the API URL. Changed employees through the change-date filters of the Employees endpoint; details with expand for WorkAssignments, OrgUnitInfos, Locations, EmployeeManagers and Contacts, with contextDate for the state on the effective date. Fields only with field-level access in the API user's role.
- Freshservice through the API v2: requesters (department_ids, location_id, reporting_manager_id, custom_fields; deactivated after departure), POST /api/v2/onboarding_requests and /api/v2/offboarding_requests with initiator_id, and a service catalogue request for an extra work assignment. The API key must be enabled and belong to an administrator.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Dayforce | Field in Freshservice | Notes |
|---|---|---|
XRefCode van de medewerker | Eigen aanvragersveld | Fixed key, independent of the work address |
FirstName en LastName | first_name en last_name | |
Werk-e-mail (Contacts) | primary_email | |
Functie van de primaire werkplek | job_title | |
Organisatie-eenheid (OrgUnitInfos) | department_ids | |
Locatie (Locations) | location_id | |
EmployeeManagers | reporting_manager_id en initiator_id | |
Nieuwe WorkAssignment op een andere locatie | Wijzigingsverzoek (serviceverzoek uit de catalogus) |
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