HR to ITSM
Exact HR to Jira Service Management integration: customers and requests from Exact Online payroll
With an integration between Exact HR (Exact Online payroll) and Jira Service Management, every employee from Exact becomes a customer in the service desk, in an organisation per division and department, and a new employment or an end date in Exact creates a request of the right request type. A fixed-term contract produces an offboarding request well before the end date.
What the integration does
Organisations that process payroll in Exact Online and use Jira Service Management as their service desk often only hear on the first working day that someone is starting. Fixed-term contracts expire without IT knowing, and a former employee can still log in to the customer portal.
- KoppelHet reads the changed employees and active employments per division from Exact Online.
- Per division and department there is an organisation in Jira Service Management; the employee joins it as a customer with their work email.
- Before the start date KoppelHet raises an onboarding request on behalf of the manager, with a separate request type for external staff.
- A contract with an end date, or an ended employment, produces an offboarding request at the agreed lead time.
- The day after the last working day KoppelHet revokes portal access.
What to watch for with Exact HR and Jira Service Management
- For the active employment Exact distinguishes fixed-term, permanent and external. A fixed-term contract has its own end date there, even when the employment itself has no end date yet. KoppelHet uses that contract date to raise the offboarding request in time, and withdraws it if payroll extends the contract.
- An external worker in Exact gets a separate onboarding request type in Jira Service Management. That way IT only arranges accounts for a contractor, while the request for an own employee also asks for a laptop and phone.
- Besides the first name, Exact has a nickname. In the customer portal and in requests, IT sees the name the colleague uses. KoppelHet fills the displayName with the nickname if it is in Exact, and otherwise with the first name.
- The Email field in Exact is the address of the linked Exact user, not necessarily the work address. Customers in Jira Service Management are created by email address. KoppelHet only uses BusinessEmail, so no customer is created on the address someone happens to use to log in to Exact.
- Department codes in Exact apply per division, so two divisions can have the same code. KoppelHet creates the organisation in Jira Service Management on the combination of division and department, and stores the Exact ID as a property, so a renamed department stays the same organisation.
- Revoking portal access in Jira Service Management requires a site admin, creating customers a Jira administrator. Exact, on the other hand, wants an integration user with as few roles as possible. KoppelHet sets up both sides separately, so the Exact user can only read and the Atlassian account only has service desk rights.
- If a former employee returns, they get a new employment in Exact, while the organisation start date keeps counting years of service. KoppelHet recognises them by employee number, gives the existing customer access again and raises a new onboarding request, so their old requests stay visible.
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
Which Exact product is this?
Exact Online payroll. Exact Globe and Synergy connect through their own services and fall outside this setup.
Does anything go back to Exact?
No. The payroll data is read-only through the API; the integration works one way.
Do existing employees get a request at go-live?
No. The first run only sets up customers and organisations. Requests follow from new employments and end dates.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Exact Online through the REST API with OAuth 2.0 (app in the Exact App Center), per division and GET only. /api/v1/{division}/sync/Payroll/Employees (Timestamp; EmployeeHID, FirstName, NickName, MiddleName, LastName, BusinessEmail, Email, Manager, EndDate), /payroll/ActiveEmployments (ContractType 1 definite, 2 indefinite, 3 external; ContractEndDate, DepartmentCode, StartDate, StartDateOrganization) and /payroll/Employments (EndDate, ReasonEnd).
- Jira Service Management through /rest/servicedeskapi/: POST customer (Jira Administrator), POST organization, POST organization/{id}/user, PUT organization/{id}/property/{key} and PUT customer/user/{accountId}/revoke-portal-only-access (site admin).
- Requests through POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf (not available to users with customer permission only). A changed date goes as a comment through POST /request/{issueIdOrKey}/comment.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Exact HR | Field in Jira Service Management | Notes |
|---|---|---|
Division + EmployeeHID | Sleutel in KoppelHet bij het accountId | Numbers restart per division |
NickName of FirstName, MiddleName + LastName | customer displayName | |
BusinessEmail | customer email | |
Division + DepartmentCode | organization | Exact department ID as organisation property |
Manager | raiseOnBehalfOf | |
ContractType (1, 2 of 3) | requestTypeId onboarding: eigen medewerker of extern | |
ContractEndDate bij ContractType 1 | Request type offboarding, vooraf | |
EndDate dienstverband | Request type offboarding, daarna revoke-portal-only-access |
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