HR to ITSM
Factorial to Jira Service Management integration: customers, organisations and requests next to Factorial's Jira app
With an integration between Factorial and Jira Service Management, every new employee from Factorial becomes a customer in your service desk, in the organisation of their legal entity, and KoppelHet creates an onboarding request of the right request type. A termination in Factorial is followed by an offboarding request with the end date; Factorial's Jira app can keep handling the Jira accounts alongside.
What the integration does
Organisations that use Factorial and have their IT service desk in Jira Service Management sometimes already use Factorial's Jira app for accounts. HR or IT then still creates requests for laptop, access and returns by hand, often without entity and end date.
- Factorial reports a new employee with a contract, a change, a termination or the reversal of one.
- KoppelHet looks up the customer by work email; if they do not exist yet, KoppelHet creates them and adds them to the organisation of their entity.
- For a new employee KoppelHet creates the onboarding request on behalf of the manager.
- On a termination the offboarding request follows with the end date as due date.
- If HR reverts the termination, the open request gets a comment that the departure is off.
What to watch for with Factorial and Jira Service Management
- Factorial has its own Jira app that, according to Factorial, creates and removes users in Jira based on the status in Factorial, with name and email address. If the Atlassian account already exists because of that, KoppelHet looks up the customer and does not create a second one.
- Every employee in Factorial belongs to a legal entity. KoppelHet creates an organisation per entity in Jira Service Management and adds the customer, so the service desk can filter requests per entity and a customer can see their colleagues' requests if that is configured.
- Factorial sends its own notification when HR reverts a termination. KoppelHet then adds a comment to the open offboarding request and revokes no portal access, because Jira Service Management has no API to give revoked portal access back.
- The record in a Factorial notification also contains bank details and a social security number. Only name, entity, location, manager and dates go to the request fields in Jira Service Management, so that data does not sit in a ticket that agents and the manager read.
- Factorial lists the time-off approver separately from the manager. KoppelHet raises the onboarding request on behalf of the manager, and that only works with an integration account that is an agent, because users with customer permission only may not raise on behalf of someone else.
- After twenty failed attempts within 48 hours Factorial disables the subscription. KoppelHet re-enables the same subscription and compares all employees with the customers in the service desk, so a departure from that period still gets an offboarding request.
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
Is Factorial's Jira app not enough?
For accounts it may be. Factorial does not describe requests for laptop and access, organisations per entity or an end date on the request; that is what this integration is for. Both can run side by side.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Factorial through the Factorial REST API with a company token. Webhooks on employees/employee/create_with_contract, employees/employee/update, employees/employee/terminate and employees/employee/unterminate, with the employee record (id, email, login_email, legal_entity_id, location_id, manager_id, timeoff_manager_id, terminated_on); no identifier per delivery, so processed idempotently. Up to 20 attempts in 48 hours.
- Jira Service Management through /rest/servicedeskapi/: POST customer (Jira administrator permission), POST organization and organization/{id}/user, POST request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf, and POST request/{issueIdOrKey}/comment for a reverted termination.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Factorial | Field in Jira Service Management | Notes |
|---|---|---|
id | Verzoekveld Factorial-id en sleutel bij KoppelHet | |
full_name of preferred_name | displayName | |
Werkadres (email of login_email) | email | |
legal_entity_id | organization (één per entiteit) | |
location_id | requestFieldValues: locatie | |
manager_id | raiseOnBehalfOf (leidinggevende) | Not the time-off approver |
terminated_on | Offboardingverzoek met vervaldatum | |
employees/employee/unterminate | Opmerking op het open offboardingverzoek |
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