HR to ITSM
Factorial to ServiceNow integration: users per legal entity and catalog requests on joining and leaving
With an integration between Factorial and ServiceNow, every employee from Factorial becomes a user in ServiceNow, with legal entity, location and manager, and a new employee or termination in Factorial orders the onboarding or offboarding item from the ServiceNow catalog. If HR reverts a termination, the open offboarding request gets a note and the user stays active.
What the integration does
Organisations that use Factorial for HR and ServiceNow for IT often put new colleagues into ServiceNow by hand or wait until the directory supplies them. With several legal entities ServiceNow then does not show which entity someone works for, and a reverted dismissal sometimes still leads to a collected laptop.
- Factorial reports a new, changed or terminated employee; KoppelHet keeps only the work data.
- Entity and location go to ServiceNow first, then the user.
- Within the onboarding lead time KoppelHet orders the onboarding item for the new user.
- A scheduled termination orders the offboarding item; after the end date the user is set to inactive.
- A reverted termination becomes a note on the open offboarding request.
What to watch for with Factorial and ServiceNow
- A Factorial notification contains the whole employee record, including bank details and social security number. KoppelHet only takes name, work email, entity, location, manager and the dates and does not store the rest, so that data is never in a ServiceNow import set.
- Factorial does not include its own identifier per delivery; the ID in the notification is the employee's. KoppelHet remembers per employee which catalog request has already been ordered for which event, so a repeated notification does not produce a second onboarding item.
- If delivery fails for 48 hours, Factorial disables the notification subscription. KoppelHet then re-enables the same subscription and compares all employees with ServiceNow, so a departure from that period still produces an offboarding request.
- A subscription in Factorial only receives notifications about employees the subscription's token may see. KoppelHet creates the subscription with a company-level key, so management and HR themselves also get a user and requests in ServiceNow.
- Factorial has a separate time-off approver next to the manager. Only the manager becomes manager in ServiceNow, so approvals in the service catalog do not end up with the time-off approver.
- If HR reverts a termination in Factorial, Factorial sends a separate notification for it. KoppelHet puts a note on the open offboarding request that the departure is not happening, and leaves the user in ServiceNow active.
- Every employee belongs to a legal entity in Factorial. KoppelHet creates a company in ServiceNow per entity and puts it on the user, so assignment and reporting can be done per entity.
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 the social security number go to ServiceNow?
No. It is in Factorial's notification, but KoppelHet discards it before anything goes to ServiceNow.
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 an API key or company token. Webhook subscriptions on employees/employee/create_with_contract, employees/employee/update, employees/employee/terminate and employees/employee/unterminate; the payload is the employee record (including id, legal_entity_id, location_id, manager_id, timeoff_manager_id, is_terminating, terminated_on). Respond with 200; up to 20 attempts within 48 hours, then disabled and can be re-enabled.
- ServiceNow through the Import Set API (insertMultiple with run_after for core_company and cmn_location before sys_user, coalesce on employee_number) and the Service Catalog API (order_now with variables and sysparm_requested_for). Notes on an open request through the Table API on sc_req_item.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Factorial | Field in ServiceNow | Notes |
|---|---|---|
id | employee_number | Coalesce key |
preferred_name of first_name, en last_name | first_name en last_name | |
Werk-e-mailadres | email | |
legal_entity_id | company (core_company) | |
location_id | location (cmn_location) | |
manager_id | manager | Not the time-off approver |
is_terminating en terminated_on | Offboardingitem, daarna active op false |
Related
Factorial → 4PS Construct
Factorial to 4PS Construct integration: fitters and site managers with their cost centre as a dimension in 4PS
Factorial → Active Directory
Factorial to Active Directory integration: domain accounts from Factorial
Factorial → ADP iHCM
Factorial to ADP iHCM integration: contract versions and terminations of the Dutch entity to ADP
Factorial → AFAS Profit
Factorial to AFAS integration: employees and contracts from Factorial in AFAS Profit Payroll