HR to ITSM
HiBob to SysAid integration: end users from Bob and service records for joiners and leavers
With an integration between HiBob and SysAid, every employee from Bob becomes an end user in SysAid, with company, department, location and manager, and KoppelHet creates a service record from the right template when someone is hired or leaves in HiBob. If HR revokes access immediately in Bob, the end user in SysAid is disabled straight away.
What the integration does
Organisations that use HiBob for HR and SysAid as their service desk often maintain SysAid end users through a directory sync or by hand. IT then only sees a new colleague once the account already exists, and a departure arrives as a separate email from HR.
- HiBob reports a new or changed employee; KoppelHet fetches the work details from Bob.
- Within the onboarding lead time KoppelHet creates the end user in SysAid, with the Bob work email as user name.
- Straight after, a service record follows from the onboarding template, with the start date as due date.
- A change in department, site or manager updates the end user.
- A termination produces an offboarding record; after the last working day, or immediately on access revocation, the end user is disabled.
What to watch for with HiBob and SysAid
- SysAid has no employee number on an end user. KoppelHet uses the work email from Bob as user name and keeps its own record of which Bob ID belongs to which SysAid user, so a name change in Bob does not produce a second end user.
- HiBob reports a new employee as soon as HR creates them, often long before the start. Because every end user counts towards the SysAid quota, KoppelHet only creates the user within the onboarding lead time, just before the service record that needs that user as requester.
- SysAid's API has no endpoint for creating departments. The departments from Bob go to existing departments in SysAid through a lookup table; if a new Bob department is missing, KoppelHet reports this to IT instead of saving the end user without a department.
- SysAid records the manager by ID, so the manager must already be an end user. KoppelHet looks up the manager from Bob by work email and creates them first if needed.
- On immediate access revocation HiBob sends a separate notification once the termination is approved. KoppelHet then disables the end user in SysAid at once and creates the offboarding record with today as due date.
- SysAid puts an end user without a time zone on the account's time zone. KoppelHet passes a fixed time zone per Bob site, so the due date of the onboarding record falls on the right day for a colleague at a site abroad.
- SysAid has its own HiBob connection for the AI Agent Builder, with a service user that may only view, including address details. KoppelHet's service user in Bob only gets work and lifecycle fields, no home address.
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
Why not only SysAid's HiBob connection?
It is made for AI agents to look up data. According to the documentation it does not create end users and does not disable anyone.
Is a departed end user deleted?
No. Deleting is permanent in SysAid, so the end user is disabled and the history of their records stays.
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, employee.left, employee.access.revoked.immediately) and POST /v1/people/search with fields and showInactive, with a service user in its own permission group.
- SysAid through https://{account}.sysaidit.com/connect/v1 with an access token from an application key. POST /end-users with userName and firstName (mandatory), lastName, userEmail, departmentId, locationId, managerId, companyId, language and timezone; PATCH /end-users/{id} with version and isDisabled. Service records through POST /service-records with type request, requestUser, dueDate and templateId. Limit 1,000 calls per five minutes.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in HiBob | Field in SysAid | Notes |
|---|---|---|
root.email | userName en userEmail | SysAid has no field for an employee number |
root.firstName | firstName (verplicht, maximaal 64 tekens) | |
root.surname | lastName | |
work.department | departmentId | Through a lookup table to existing departments |
work.site | locationId en timezone | |
work.reportsTo | managerId | |
work.startDate | dueDate van het onboardingrecord | |
Beëindiging of direct intrekken | isDisabled |
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