HR to ITSM
HiBob to Ivanti Neurons for ITSM integration: employees from Bob and service requests for joiners and leavers
With an integration between HiBob and Ivanti Neurons for ITSM, every employee from Bob is an employee in Ivanti, with department, site and manager, and KoppelHet submits a service request from the Ivanti template when someone joins or leaves in HiBob. If HR chooses to revoke access immediately in Bob, the offboarding request is in Ivanti straight away and not only after the last working day.
What the integration does
Organisations that use HiBob for HR and Ivanti Neurons for ITSM for the service desk often maintain employees in Ivanti with a periodic import from the directory. A new colleague then does not yet exist in Ivanti when the onboarding request has to be submitted, and an immediate departure only reaches IT when the import runs again.
- HiBob reports a new or changed employee; KoppelHet fetches the work details from Bob.
- KoppelHet creates or updates the employee in Ivanti and looks up the manager by email address.
- Within the onboarding lead time KoppelHet submits the onboarding request in the new employee's name.
- A termination produces the offboarding request, with high priority if HR revokes access immediately.
- After the last working day KoppelHet sets the employee in Ivanti to inactive.
What to watch for with HiBob and Ivanti
- Ivanti always submits a service request for an employee that already exists, because the request needs their RecID. HiBob reports a new employee as soon as HR creates them, often weeks before the start. KoppelHet then puts the employee in Ivanti straight away, so the onboarding request does not have to wait later on.
- On a termination HR can choose in Bob to revoke access immediately. HiBob sends a separate notification for this once the termination is approved. KoppelHet then submits an offboarding request with high priority in Ivanti right away, separate from the regular departure message after the last working day.
- HiBob returns the manager with name and email address. KoppelHet uses that address to look up the matching employee in Ivanti and sets them as manager, so approvals in the service request go to the manager from Bob.
- Ivanti asks for the offset from UTC in minutes on every service request. HiBob works per site in that site's time zone. KoppelHet passes the offset of the employee's site, so the start date in the request does not shift for a colleague in another time zone.
- Bob silently omits fields the service user in HiBob has no permission for. If an employee arrives without department or manager, KoppelHet does not clear those fields in Ivanti, but reports a missing permission in Bob.
- Long-term leave with the choice to remain active produces no inactivation notification in HiBob. The employee then stays active in Ivanti, so the colleague can submit a request as soon as they return and no offboarding request is created.
- Ivanti's REST API key does not expire and acts on behalf of one user in one role. KoppelHet asks for a dedicated user with a role that may only manage employees and service requests, so the key cannot do anything else in Ivanti if misused; disabling it takes one checkbox.
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
Do HR's onboarding tasks stay in Bob?
Yes. Documents and welcome tasks stay in Bob. The service request in Ivanti covers laptop, accounts and workplace.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- HiBob through webhooks (employee events v2: employee.created, employee.updated, employee.left, employee.inactivated and employee.access.revoked.immediately; lifecycle events at midnight after the effective date in the site's time zone) and POST /v1/people/search with fields and filters on root.id; showInactive for leavers. Fields without permission are dropped without error.
- Ivanti through the OData REST API (/api/odata/businessobject/employees, $filter with eq on email address) and POST /api/rest/ServiceRequest/new with subscriptionId, strUserId (employee RecID), strCustomerLocation, parameters par-{RecID} and localOffset in minutes; all fields in the example are mandatory. REST API key in the Authorization header (rest_api_key=…), with On Behalf Of and In Role.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in HiBob | Field in Ivanti | Notes |
|---|---|---|
root.id | Personeelsnummer op de employee | Fixed key, also on a new email address |
root.firstName en root.surname | Voornaam en achternaam | |
root.email | PrimaryEmail en loginnaam | |
work.title | Functietitel | |
work.department | Afdeling | |
work.site | Locatie, en localOffset van het serviceverzoek | |
work.reportsTo (e-mail) | Manager, opgezocht met $filter op e-mailadres | |
work.startDate | Parameter startdatum van het onboardingverzoek |
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