HR to ITSM
HiBob to BMC Helix ITSM integration: people from Bob and incidents for joiners and leavers
With an integration between HiBob and BMC Helix ITSM, every employee from Bob is a person in the BMC Helix People form, with site, department and job, and the support group gets an incident as soon as HR hires someone or processes a departure in HiBob. If HR revokes access immediately in Bob, an offboarding incident with high urgency appears in Helix straight away.
What the integration does
Organisations that run HR in HiBob and handle IT requests in BMC Helix ITSM often fill the People data in Helix by hand or through a separate import. A hire that HR records in Bob weeks in advance then only becomes visible when the manager logs a request, and a termination with immediate effect depends on an email to the service desk.
- HiBob sends a signed webhook; KoppelHet requests that employee's work details from Bob.
- KoppelHet signs in to BMC Helix and creates or updates the person on the Bob ID as Corporate ID.
- Within the agreed lead time before the start date, an onboarding incident follows for the site's support group.
- A termination or immediate access revocation produces an offboarding incident.
- After the last working day KoppelHet sets the profile in Helix to non-active.
What to watch for with HiBob and BMC Helix ITSM
- BMC Helix refuses a new person without a site or home address. Every employee in HiBob belongs to a site, so KoppelHet converts the Bob site to the site in Helix and does not need to read a home address from Bob.
- If HR chooses immediate access revocation for a termination in Bob, HiBob sends a separate notification after the final approval. KoppelHet then creates an incident with high Urgency and Impact straight away, separate from the regular offboarding incident.
- HiBob reports a departure also when someone goes on garden leave, which can be before the end date. The offboarding incident in Helix follows that first notification, but the profile stays active until the actual last working day.
- An update notification from Bob only names which fields changed. KoppelHet only writes to CTM:People if site, department, job or name is among them, so a change to, for example, leave data costs no Helix call.
- HiBob lifecycle notifications arrive at midnight after the effective date, in the site's time zone. An employee at a site in another time zone is therefore set to non-active in Helix at a different moment than colleagues at head office.
- Fields the Bob service user has no permission for are missing without an error. KoppelHet then does not empty a department or job in Helix, but reports that a permission is missing in Bob's permission group.
- The BMC Helix token is valid for one hour, and the nightly comparison reads all Bob employees including leavers. KoppelHet requests a new token halfway and signs out afterwards.
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
Can onboarding be a service request instead of an incident?
It can, but we start with an incident through the interface form. A service request through Digital Workplace 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.
- HiBob through signed webhooks (employee events v2: employee.created, employee.updated with the changed fields, employee.left also on garden leave, employee.inactivated and employee.access.revoked.immediately) and POST /v1/people/search with fields and showInactive. A service user with View permissions on the required fields only.
- BMC Helix through the platform REST API: POST /api/jwt/login (token valid for one hour, Authorization: AR-JWT header), POST and PUT on /api/arsys/v1/entry/CTM:People, POST /api/jwt/logout. Incidents through POST /api/arsys/v1/entry/HPD:IncidentInterface_Create with z1D_Action CREATE, First_Name, Last_Name, Corporate_ID, Service_Type, Impact, Urgency, Reported_Source, Description and Assigned_Group.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in HiBob | Field in BMC Helix ITSM | Notes |
|---|---|---|
root.id | Corporate ID | Stays the same on a new email address |
root.firstName en root.surname | First Name en Last Name | |
root.email | Internet E-mail | |
work.title | Job Title | |
work.department | Department | |
work.site | Site | Mandatory for a new person |
work.startDate | Beschrijving en streefdatum van het onboardingincident | |
Beëindiging in Bob | Profile Status niet-actief na de laatste werkdag |
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