HR to ITSM
Exact HR ServiceNow integration: users per division and requests from Exact Online payroll
With an integration between Exact HR (Exact Online payroll) and ServiceNow, every employee from Exact is a user in ServiceNow, with division, department and manager, and KoppelHet orders a request from the ServiceNow service catalog for every new or ended employment. External workers and anonymised records are left out, and after the end date the user becomes inactive.
What the integration does
Organisations that process payroll in Exact Online and use ServiceNow for IT or facilities often only have Active Directory accounts in ServiceNow. Anyone without an account, such as a new employee before day one, cannot be picked as a requester anywhere.
- KoppelHet reads the changed employees, employments and organisations per division from Exact Online.
- External workers and anonymised records are dropped.
- Divisions and departments go to ServiceNow first, then the users.
- Within the agreed lead time before the start date, KoppelHet orders the onboarding item with the employee as requested for.
- An end date results in an offboarding request; after that date the user becomes inactive.
What to watch for with Exact HR and ServiceNow
- Exact Online works per division, and employee numbers restart per division. KoppelHet puts the division in front of the number in employee_number, so coalesce in ServiceNow does not merge two employees with the same number.
- The Exact Online payroll module is read-only through the API. The new work address IT creates after the start therefore does not go back to Exact; ServiceNow keeps the Active Directory address if Exact has no business address.
- An employment in Exact has a contract type, where 3 stands for external. KoppelHet leaves external workers out of ServiceNow, unless you want them there as requesters too; then they get their own catalog item.
- Exact anonymises employees after the retention period and marks them with IsAnonymised. KoppelHet does not process such a record as a change, so an existing inactive user in ServiceNow is not overwritten with empty data.
- The manager in Exact refers to an employee in the same division. If the manager falls under another division, we agree which source sets the manager in ServiceNow.
- Exact Online limits the number of calls per minute and per day per division. KoppelHet uses the sync endpoints with a timestamp, so each run only fetches the changes and the limit stays ample for other integrations on the same division.
- Each division becomes a company in core_company. A group with several divisions can thus use a different assignment group or approval rule per company in ServiceNow.
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 connects through its own services and falls outside this setup.
Can we connect several divisions?
Yes. Every division you designate becomes a company in ServiceNow.
Does the integration write anything back to Exact?
No. The payroll data is read-only through the API.
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. Endpoints /api/v1/{division}/sync/Payroll/Employees (Timestamp), /payroll/Employments, /payroll/EmploymentOrganizations, /payroll/ActiveEmployments (ContractType) and /sync/Deleted. Fields include EmployeeHID, FirstName, MiddleName, LastName, BusinessEmail, Manager and IsAnonymised.
- ServiceNow is written through the Import Set API (insertMultiple) with transform maps and coalesce on employee_number; with run_after first core_company and cmn_department, then sys_user.
- Requests through POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with variables and sysparm_requested_for. KoppelHet stores the RITM number per employee per event.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Exact HR | Field in ServiceNow | Notes |
|---|---|---|
Division + EmployeeHID | employee_number | Numbers run per division |
FirstName | first_name | |
MiddleName + LastName | last_name | |
BusinessEmail | email | |
Administratie | company (core_company) | |
EmploymentOrganizations | department (cmn_department) | |
Manager | manager (sys_user) | |
Einddatum dienstverband | active = false | |
ContractType 3 (External) | Niet geïmporteerd | |
Nieuw of beëindigd dienstverband | Catalogusitem voor onboarding of offboarding | |
Gesynchroniseerde gebruiker | sysparm_requested_for |
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