HR to ITSM
HR2day to ServiceNow integration: employees per employment relationship as users, with onboarding requests
With an integration between HR2day and ServiceNow, every employee from HR2day is one user in ServiceNow, with department, location, employer and manager from the main employment relationship, and KoppelHet orders a request from the service catalog for every new relationship, transfer or departure. A follow-up contract or extra on-call contract does not create a new onboarding request; the offboarding request only follows when the last relationship ends.
What the integration does
Organisations that record their staff in HR2day and use ServiceNow for ICT requests from all locations see employees with an appointment at two locations appear twice in ServiceNow, or at the wrong location. When many temporary appointments are added around the new school year, the service desk only hears in the first week who needs an account and laptop.
- HR records an employee and employment relationship in HR2day.
- KoppelHet determines the main employment relationship per employee and takes department, location, employer and manager from it.
- New departments and locations go to ServiceNow first; the user follows.
- Within the agreed lead time before the first start date, KoppelHet orders the onboarding item, with the new user as requester.
- When the main relationship changes, the user and approval route follow, with a change request for access and equipment.
- When no relationship continues after the end date, the offboarding request comes one week ahead and the user becomes inactive afterwards.
What to watch for with HR2day and ServiceNow
- ServiceNow has one department, one location and one manager per user; HR2day records them per employment relationship. A teacher at two schools therefore becomes one user, with the school of the main relationship. Which relationship that is, we agree with you, for example the largest appointment or a fixed marker set by HR.
- A second employment relationship alongside a running one does not create a second onboarding request in ServiceNow. If the second relationship is at another school, KoppelHet does order a change request, so IT arranges access for that school.
- In education many appointments start together on 1 August, in the middle of the summer holiday. KoppelHet can order earlier than the usual lead time for that date, so the requests are in ServiceNow in June and not all in the same week.
- A foundation or care group often has several employers in HR2day. Each employer becomes a company in ServiceNow, so a catalog item or assignment group can differ per employer.
- Substitutes and on-call staff do not always have a work email. ServiceNow can store a user without an email address, so KoppelHet still creates them; the request is then in their name and the type of relationship is passed on, so the flow does not prepare a laptop for a substitute who only needs an account.
- HR2day runs on Salesforce and shares a daily maximum of API calls with other integrations on the same environment. ServiceNow accepts users in bulk through an import table. KoppelHet therefore only requests changed employees and delivers them in one go per run.
- A temporary appointment that is followed immediately closes the old relationship in HR2day. KoppelHet looks at the sequence, so ServiceNow gets no offboarding request and the user does not become inactive for a day between two contracts.
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 anything need to change in HR2day?
A read-only integration user is added. If HR wants to designate the main relationship itself, a fixed field can be used; otherwise the integration picks the largest appointment.
Does our Active Directory import stay?
Yes. We agree per field which source wins. On the first delivery we link existing users by email address; after that the employee number is the key.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- HR2day is read through the Salesforce REST API with SOQL queries on the HR2day objects (employee, employment relationship, department, employer), on last modified date. Access through a connected app with a read-only integration user.
- ServiceNow through the Import Set API (insertMultiple) into staging tables with transform maps; coalesce on employee_number, with run_after to process core_company, cmn_department and cmn_location before sys_user. Integration user with only roles for these tables.
- Requests through the Service Catalog API: POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with the variables in variables and the user in sysparm_requested_for. This creates a REQ with a RITM; the catalog item's flow creates the catalog tasks. KoppelHet stores the RITM number per employee per event.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in HR2day | Field in ServiceNow | Notes |
|---|---|---|
Werknemersnummer | employee_number | Key, also with several relationships |
Roepnaam | first_name | |
Tussenvoegsel + Achternaam | last_name | |
E-mailadres werk | email | |
Functie (hoofdarbeidsrelatie) | title | |
Afdeling (hoofdarbeidsrelatie) | department (cmn_department) | |
School of locatie (hoofdarbeidsrelatie) | location (cmn_location) | |
Werkgever | company (core_company) | |
Leidinggevende | manager (sys_user) | |
Einddatum laatste arbeidsrelatie | active = false | |
Eerste arbeidsrelatie, overplaatsing of vertrek | Catalogusitem voor onboarding, wijziging of offboarding | |
Gesynchroniseerde gebruiker | sysparm_requested_for | |
Begindatum of einddatum | Variabele startdatum of laatste werkdag | |
Soort arbeidsrelatie | Variabele soort contract | Decides in the flow whether a laptop is included |
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HR2day → Google Workspace
HR2day to Google Workspace integration: one Google account per employee, also with several employment relationships