HR to ITSM
HiBob to ServiceDesk Plus integration: requesters from Bob and requests for joiners and leavers
With an integration between HiBob and ManageEngine ServiceDesk Plus, every employee from Bob becomes a requester in ServiceDesk Plus, with department, job and manager, and KoppelHet creates a request from the right template for the employee's site when someone joins or leaves in HiBob. Managers from Bob get the right to approve service requests in ServiceDesk Plus.
What the integration does
Organisations that do HR in Bob and run the service desk in ServiceDesk Plus often take requesters from Active Directory. Anyone without an account yet does not exist in ServiceDesk Plus, and approvals go to a fixed group instead of the manager listed in Bob.
- HiBob reports a new or changed employee; KoppelHet fetches department, site, job and manager.
- KoppelHet creates the manager first if needed, then the requester with the HiBob ID as employee_id.
- Within the onboarding lead time the onboarding request follows from the template, with the employee's site and group.
- On a termination KoppelHet creates the offboarding request with the last working day as deadline.
- A task in that request has the service desk disable the requester after the last working day.
What to watch for with HiBob and ManageEngine ServiceDesk Plus
- A requester's status can only be read in the ServiceDesk Plus API. After a departure in Bob KoppelHet therefore cannot disable the requester itself; the offboarding request contains a task with which the service desk does this after the last working day.
- ServiceDesk Plus has a unique employee_id per requester. KoppelHet fills it with the HiBob ID, which does not change on a name change or new email address, so the requester keeps their history.
- Anyone in Bob who manages at least one employee gets the flag in ServiceDesk Plus that they may approve service requests. When the last team member leaves, KoppelHet removes that flag again.
- A manager in ServiceDesk Plus refers to an existing user. If a new team lead starts at the same time as their first employee, KoppelHet creates the team lead first, so the employee does not arrive without a manager.
- A request in ServiceDesk Plus has a scheduled start in milliseconds since 1970. KoppelHet puts the start date from Bob there, counted from midnight in the site's time zone, so the workplace is ready on the first local day.
- If HR chooses immediate access revocation on a termination in Bob, HiBob sends its own notification for it. KoppelHet then creates the offboarding request straight away, with the deadline today instead of on the last working day.
- HiBob only returns leavers when explicitly asked, and when the service user may also see that group. KoppelHet requests them in the daily comparison, so a missed departure still results in an offboarding request in ServiceDesk Plus.
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 ManageEngine have a HiBob integration?
For ADManager Plus yes, to manage accounts in Active Directory. For ServiceDesk Plus we found none. If you use ADManager Plus, it can keep handling the accounts and KoppelHet handles the requesters and requests.
Does this also work with ServiceDesk Plus on-premise?
Yes, the v3 API exists for the cloud and on-premise versions. On-premise, the KoppelHet platform must be able to reach the server.
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.access.revoked.immediately) and POST /v1/people/search with fields, a filter on root.id and showInactive for the daily comparison; the service user needs Access data for on leavers.
- ServiceDesk Plus through the v3 API: users with employee_id, name, email_id, login_name, jobtitle, department, reporting_to and service_request_approver (status read-only). Requests through POST /api/v3/requests with input_data: subject (required), requester (email_id), template, site, group, scheduled_start_time and due_by_time in milliseconds.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in HiBob | Field in ManageEngine ServiceDesk Plus | Notes |
|---|---|---|
root.id | employee_id | Unique per requester |
root.firstName en root.surname | name | |
root.email | email_id en login_name | |
work.title | jobtitle | |
work.department | department | |
work.reportsTo | reporting_to, en service_request_approver op de leidinggevende | |
work.site | site en group van het request | |
work.startDate | scheduled_start_time van het onboardingrequest |
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