HR to ITSM
Infor HCM TOPdesk integration: persons and onboarding tickets from Infor ION
With an integration between Infor HCM and TOPdesk, every Dutch employee that Infor publishes automatically becomes a person in TOPdesk, with department, branch and manager, and the service desk gets an onboarding ticket before the start date. On departure an offboarding ticket follows and the person is archived after the last working day.
What the integration does
Organisations that use Infor HCM alongside other Infor CloudSuite applications and run their IT service desk in TOPdesk often maintain persons in TOPdesk with an export or by hand. A new colleague is then not in TOPdesk when the laptop needs ordering, and leavers remain callers.
- In ION Desk a connection point for KoppelHet and a document flow for employees and codes are added. Infor itself does not have to build anything.
- A new department or location in Infor first becomes a department or branch in TOPdesk.
- HR records a new employee in Infor; ION delivers the message and KoppelHet creates the person in TOPdesk.
- Within the agreed lead time before the start date, an onboarding ticket in the new colleague's name goes to the branch's operator group.
- On departure an offboarding ticket arrives before the last working day; afterwards KoppelHet archives the person.
What to watch for with Infor HCM and TOPdesk
- Infor does not send employees on request but as a message through ION. KoppelHet therefore does not wait for a nightly export; the person is in TOPdesk as soon as Infor publishes the message.
- Department and location arrive from Infor as codes. The description is in a separate code message, so KoppelHet stores the code list and puts the right name in TOPdesk, also when a department is renamed in Infor.
- The connection point for KoppelHet is one-way. TOPdesk data such as issued laptops never goes back to Infor, and KoppelHet only sees the messages from its own document flow in Infor.
- Infor publishes no public field list for the employee message. Whether email address and hire date are included, we check in the first week with a test message; without a hire date the onboarding ticket gets the date of receipt.
- Infor often holds employees from several countries and companies in the CloudSuite. Only employees at Dutch locations become persons, so the Dutch TOPdesk gets no callers from abroad.
- For an initial load all employees are published at once. The ION API Gateway applies throttling per tenant; KoppelHet processes that round without tickets, so the service desk does not get hundreds of onboarding tickets.
- An employee who returns usually keeps the same number in Infor. KoppelHet then restores the archived person instead of creating a second one.
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 Infor have to build anything new?
No. The employee message and the code message are standard. In ION Desk a connection point and a document flow to KoppelHet are added.
Can we get changes with tasks instead of incidents?
Yes. KoppelHet then creates a change from your template. The smallest working setup is an incident; a template can follow later as an extension.
What if a message from Infor is missed?
ION keeps messages until they are delivered. KoppelHet also periodically compares the persons in TOPdesk with the latest state received.
Does anything go back to Infor?
No. Infor remains the source for persons; TOPdesk data stays in TOPdesk.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Infor HCM through Infor ION with an IMS connection point without an application-side endpoint (one-way), authenticated through the ION API with a Backend Service app (OAuth 2.0, client ID and secret), and active document flows for Sync.Personnel and Sync.CodeDefinitions.
- To TOPdesk through the REST API with an operator application password. Persons, departments and branches through Supporting Files (employeeNumber at most 20 characters, archiving with an archiving reason), incidents with POST /tas/api/incidents (callerLookup, briefDescription, request, category, operatorGroup, targetDate, externalNumber).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Infor HCM | Field in TOPdesk | Notes |
|---|---|---|
Medewerkernummer (Sync.Personnel) | employeeNumber | Fixed key; TOPdesk allows at most 20 characters |
Voornaam en achternaam | firstName, surName | |
Afdelingscode (Sync.CodeDefinitions) | department | Through the code list to the description |
Locatiecode | branch | Only Dutch locations become a branch |
Leidinggevende | manager | |
Datum in dienst | targetDate van de onboardingmelding | |
Datum uit dienst | Offboardingmelding en archiveren met reden | |
Gebeurtenis (nieuw, wijziging, vertrek) | Melding met operatorGroup en category |
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