HR to ITSM
HiBob to Jira Service Management integration: onboarding, offboarding and change requests from Bob
With an integration between HiBob and Jira Service Management, every new employee in Bob creates an onboarding request in the IT project, every change of department, job or site a change request and every departure an offboarding request, while customers and organisations in Jira Service Management stay in line with Bob. KoppelHet can handle departures differently per reason.
What the integration does
Anyone using HiBob and Jira Service Management for IT often still creates tickets for joiners and leavers by hand. A team change produces nothing, departed colleagues keep access to the portal, and IT maintains the organisations per department by hand.
- HR creates a new employee in Bob; they show there as not yet started.
- KoppelHet creates the onboarding request on behalf of the manager, with start date, department, site and employment type.
- On the start date the colleague becomes a portal customer, in the organisation of their department.
- When department, job or site changes, a change request is created and the customer moves to the new organisation.
- On departure an offboarding request is created; after the last working day KoppelHet revokes portal access.
What to watch for with HiBob and Jira Service Management
- A change of department, job or site in Bob produces a change request. KoppelHet creates it based on the change itself.
- A request in Jira Service Management belongs to a request type with its own fields. KoppelHet fills the fields of your onboarding, change and offboarding types, and raises the request on behalf of the manager, so questions from IT reach the manager.
- Customers in Jira Service Management are created on email address. Bob also asks for an address for a new employee, often the private one. KoppelHet only creates the customer with the work email, so the new colleague does not enter the portal with a private address.
- HiBob also reports garden leave as a departure. Whether the offboarding request comes on the last office day or only at the end of the contract is recorded per departure reason.
- Departments in Bob are renamed during reorganisations. KoppelHet stores the department's Bob ID with the organisation in Jira Service Management, so a renamed department stays the same organisation, with its members and requests.
- Anyone who has not started in Bob is excluded from HiBob's search results by default. KoppelHet deliberately includes those colleagues, so the onboarding request is ready weeks before the start.
- KoppelHet only processes notifications that demonstrably come from HiBob, so nobody can trigger an offboarding request or revocation with a forged notification.
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
Which requests does the integration create?
An onboarding request for a new hire, a change request on a different department, job or site, and an offboarding request on departure, each in the request type you choose for it.
What about audit logging, GDPR and our integration platform?
Every request and every customer change is in the audit logging of the KoppelHet platform. You are the controller and KoppelHet is the processor, under a data processing agreement; only the fields in the design go to Jira. An existing integration platform is left alone.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- KoppelHet reads HiBob through signed webhooks (including employee.created, employee.updated, employee.joined and employee.left) and the People API (people search with showInactive).
- Jira Service Management is written through the REST API under /rest/servicedeskapi/ - POST request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf for onboarding, change and offboarding; POST customer and PUT customer/user/{accountId}/revoke-portal-only-access; organization with users and properties.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in HiBob | Field in Jira Service Management | Notes |
|---|---|---|
root.id | Klant-eigenschap en verzoekveld Bob-id | |
Werkadres | customer email | |
root.displayName | customer displayName | |
work.department | organization | Bob ID of the department as an organisation property |
Leidinggevende | raiseOnBehalfOf van het verzoek | |
Nieuwe medewerker (startdatum, afdeling, vestiging, dienstverband) | Request type onboarding (requestFieldValues) | |
Gewijzigde afdeling, functie of vestiging | Request type wijziging (requestFieldValues) | |
Vertrek (laatste werkdag, reden) | Request type offboarding (requestFieldValues) | |
Na de laatste werkdag | revoke-portal-only-access |
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