HR to ITSM
Dayforce to ServiceDesk Plus integration: requesters per location and service requests on hire and termination
With an integration between Dayforce and ManageEngine ServiceDesk Plus, every employee from Dayforce is a requester in ServiceDesk Plus, in the department under the site of their work assignment, and a hire, extra work assignment or departure in Dayforce sets up a service request. KoppelHet reads the Dayforce REST API and writes through the ServiceDesk Plus v3 API.
What the integration does
Organisations with Dayforce for HR and payroll and ServiceDesk Plus as service desk often have many locations with their own IT contact. Requesters come from Active Directory, and a new employee at a location becomes known through an email from the location manager.
- KoppelHet asks Dayforce for hires with a start date within the onboarding window and for changed work assignments.
- For each employee the work assignment, org unit and manager are requested with the start date as reference date.
- KoppelHet looks up the requester on the employee number and creates the manager first if missing.
- A service request from the onboarding template goes to the site's group, with the start date as due date.
- A termination produces an offboarding request with a task to deactivate the requester.
What to watch for with Dayforce and ManageEngine ServiceDesk Plus
- KoppelHet reads the Dayforce REST API with a read-only user and writes through the ServiceDesk Plus v3 API.
- A user's status cannot be changed through the ServiceDesk Plus API. On a termination from Dayforce the offboarding request therefore gets a task for the service desk to deactivate the requester itself after the last working day.
- A department sits under a site in ServiceDesk Plus. KoppelHet turns the work location in Dayforce into the site and the org unit into the department beneath it, so a request from a location reaches that location's group.
- A second work assignment at another location is an extra work assignment in Dayforce. The requester stays at their main location in ServiceDesk Plus, and the second location gets a service request for badge and access.
- Whoever is a manager in Dayforce gets the service request approver flag in ServiceDesk Plus and is set as reporting_to for their team. A manager who starts together with their team is created first by KoppelHet, because reporting_to must point to an existing user.
- Dayforce can limit changes to chosen entities, provided a start and end date are included. KoppelHet only requests work assignments and employment statuses, so a pay change does not touch any requester in ServiceDesk Plus.
- ServiceDesk Plus Cloud is in a data centre per region with its own API address. KoppelHet uses the address that comes with the OAuth token, so Dayforce data of European locations does not pass through another data centre.
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 it also work with ServiceDesk Plus on premises?
Yes, with a technician key instead of OAuth, if KoppelHet can reach the server.
Why does the integration not deactivate leavers itself?
The ServiceDesk Plus API does not allow it: the status is read-only. That is why it is a task in the offboarding request.
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 at /api/{clientName}/v1/Employees with FilterHireStartDate and FilterHireEndDate, FilterTerminationStartDate and FilterTerminationEndDate, FilterUpdatedStartDate and FilterUpdatedEndDate with filterUpdatedEntities; then Employees/{XRefCode} with expand (WorkAssignments, Contacts, EmployeeManagers) and ContextDate.
- ServiceDesk Plus Cloud through OAuth 2.0 from Zoho Accounts with the base URL from api_domain; on premises with a technician key. Users through /api/v3/users (employee_id, first_name, last_name, email_id, jobtitle, department, reporting_to, service_request_approver; status read-only). Requests through POST /api/v3/requests with input_data: subject, requester, 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 Dayforce | Field in ManageEngine ServiceDesk Plus | Notes |
|---|---|---|
XRefCode | employee_id | |
FirstName, LastName | first_name, last_name en name | |
Werkadres uit Contacts | email_id | |
Job uit de primaire werkplek | jobtitle | |
Location en OrgUnit | department (onder de site) | |
EmployeeManagers | reporting_to | |
Manager in Dayforce | service_request_approver | |
Aannamedatum | due_by_time |
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