HR to ITSM
Hailey HR to ServiceNow integration: users per entity and location, and catalogue requests on the last working day
With an integration between Hailey HR and ServiceNow, every employee from Hailey becomes a user in ServiceNow, with legal entity, location, department, cost centre and manager, and KoppelHet orders an onboarding item as soon as Hailey shows someone as Will join. A last working day in Hailey is followed by an offboarding item, and after the end of employment the user becomes inactive.
What the integration does
Organisations that use Hailey HR and ServiceNow for IT often enter new employees and leavers twice. Because Hailey calculates the status of an employment from the dates, it changes on the start date without anyone changing anything, and therefore also without a message to IT.
- Hailey reports a changed employee or company data with only the ID; KoppelHet fetches the details.
- Through an import set KoppelHet updates companies, locations, departments, cost centres and users in ServiceNow.
- For an employee with status Will join KoppelHet orders the onboarding item with the start date.
- On a last working day the offboarding item follows; after the end of employment KoppelHet sets the user inactive.
- Every night KoppelHet compares all employees, because a status that changes with the date triggers no webhook.
What to watch for with Hailey HR and ServiceNow
- Hailey calculates the employment status, such as Will join or In service, from the dates, so that status can change as days pass. KoppelHet compares all employees with ServiceNow every night, so a user is active on the first working day and inactive on the day after employment, even without a webhook.
- A Hailey webhook only contains the ID of the changed company or employee. On a company notification KoppelHet fetches the company data and updates locations, departments and cost centres in ServiceNow before any user is moved to that new location.
- Hailey gives each employee a last working day and a last day of employment, which can be weeks apart. The offboarding item in ServiceNow targets the last working day; the user only becomes inactive after the last day of employment.
- Casual workers are in a separate list in Hailey with their own employments. KoppelHet only includes them if agreed at the start, so ServiceNow does not get users for people who never need a workplace.
- An employee in Hailey belongs to a legal entity. KoppelHet creates a company per entity in ServiceNow and sets it on the user, so assignment rules and reports work per entity.
- What the Hailey API returns depends on the rights of the user behind the token, and the employee list can also contain bank details and personal identity number. KoppelHet's token user gets no rights to those, and none of those fields go into a ServiceNow import set.
- Hailey's personal access token is valid for one year and can be extended with the same value. KoppelHet extends it well before it expires, so the integration with ServiceNow does not quietly stop after a year.
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 ServiceNow have a Hailey integration?
We found none. Hailey itself connects with Microsoft Entra ID for accounts, but that does not order catalogue items in ServiceNow. KoppelHet builds on the APIs of both sides.
Can the work email from ServiceNow go back to Hailey?
Hailey has an endpoint to update the work email. That is outside this integration and can be added later as an extension.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Hailey HR API (v1, api.haileyhr.app) with a personal access token (extend through POST /PersonalAccessToken/Extend). GET /Employees (employmentNumber, companyEmail, legalEntityId, locationId, departmentId, costCenterId, managerEmployeeId, employmentStatus calculated from dates, dateOfJoining, lastWorkingDay, lastDayOfEmployment), GET /Employees/{employeeId}, GET /CasualEmployments and GET /Company for locations (address, postal code, city, country, phone), departments and cost centres. Webhooks with companyId or employeeId in the body.
- ServiceNow through the Import Set API (insertMultiple with run_after for core_company, cmn_location, cmn_department and cmn_cost_center before sys_user, coalesce on employee_number) and the Service Catalog API (order_now with sysparm_quantity, variables and sysparm_requested_for).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Hailey HR | Field in ServiceNow | Notes |
|---|---|---|
employmentNumber | employee_number | Coalesce key |
firstName en lastName | first_name en last_name | |
companyEmail | email | |
legalEntityId | company (core_company) | |
locationId | location (cmn_location) met adres | |
departmentId | department (cmn_department) | |
costCenterId | cost_center | |
managerEmployeeId | manager | |
lastWorkingDay en lastDayOfEmployment | Offboardingitem, daarna active op false |
Related
Hailey HR → Active Directory
Hailey HR to Active Directory integration: domain accounts from Hailey, expiring on the last working day
Hailey HR → ADP iHCM
Hailey HR to ADP iHCM integration: approved salaries and end of employment to Dutch ADP payroll
Hailey HR → AFAS Profit
Hailey HR to AFAS integration: employment, scope and salary to Dutch payroll
Hailey HR → Arbodienst (SIVI)
Hailey HR to the occupational health service via SIVI: sick days from the Hailey calendar as absence reports