HR to ITSM
Loket to ServiceNow integration: employees per employer as users in ServiceNow, with catalog requests for joiners and leavers
With an integration between Loket and ServiceNow, every employee from Loket is a user in ServiceNow, with their employer as company, department, job title and business email, and KoppelHet orders a request from the service catalog on a new employment or departure. Because Loket sends no messages to other systems itself, KoppelHet asks per employer several times a day what has changed.
What the integration does
Organisations that run payroll in Loket, themselves or through an accounting firm, and use ServiceNow for IT requests usually receive joiners and leavers through an email from HR. ServiceNow then fills users from the directory, so new colleagues only appear once their account already exists.
- Payroll enters the new employee in Loket and converts the draft into a final employee.
- KoppelHet sees the new employee in the next run for that employer and delivers company, department and user to ServiceNow.
- Within the agreed lead time before the start date KoppelHet orders the onboarding item, with the new user as requester.
- An end date with a reason gives the offboarding request a week ahead, with the reason as a variable.
- After the last working day KoppelHet sets the user to inactive.
What to watch for with Loket and ServiceNow
- Loket can only email people on an event, not message a system. KoppelHet therefore fetches the changes per employer several times a day and delivers them per run in one go to ServiceNow's import table, instead of making separate calls per employee.
- Employee numbers in Loket run per employer, so two employers can both have an employee 2001. ServiceNow updates a user on one key field; KoppelHet therefore puts the employer in front of the number, so they remain two users.
- Each employer in Loket has its own department list. KoppelHet makes each employer a company in ServiceNow with its departments below it, and processes companies and departments before users, so a new department is not left empty for its first employee.
- A new employee can first exist as a draft in Loket. KoppelHet only orders an onboarding item once the draft is final, so ServiceNow gets no request for a candidate who ultimately does not start.
- Loket records a reason when an employment ends. KoppelHet passes it as a variable of the offboarding item, so the flow in ServiceNow revokes access immediately on summary dismissal and on the last day for an expiring contract.
- The business email is often only in Loket after the start, because IT creates it. ServiceNow can store a user without an email address; KoppelHet therefore creates the user straight away and adds the address later, so the onboarding request is already in their name.
- If a new employment in Loket directly follows a temporary contract, the user in ServiceNow stays active and no offboarding request is created. KoppelHet looks at the sequence of employments per employee for this, not at one end date.
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
Our accounting firm works in Loket. What do they need to do?
Grant consent once for your organisation's employers. Their way of working otherwise stays the same.
Do pay or BSN go to ServiceNow?
No. Only name, employer, department, job title, business email and dates.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Loket is read through the Loket REST API with OAuth 2.0 (authorization code flow), per employer. Employee with employeeNumber, firstName, prefix, lastName and businessEmailAddress; employment with start date, endDate and endOfEmploymentReason; departments through /providers/employers/{employerId}/departments and drafts through /conceptemployees.
- ServiceNow through the Import Set API (insertMultiple) into staging tables with transform maps; coalesce on employee_number, with run_after so core_company and cmn_department are processed 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 variables and sysparm_requested_for. This gives a REQ with a RITM; the item's flow creates the 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 Loket | Field in ServiceNow | Notes |
|---|---|---|
Werkgever + werknemersnummer | employee_number | Loket numbers per employer |
Voornaam | first_name | |
Voorvoegsel + achternaam | last_name | |
Zakelijk e-mailadres | email | |
Functie van het dienstverband | title | |
Werkgever | company (core_company) | |
Afdeling van de werkgever | department (cmn_department) | |
Begindatum dienstverband | Variabele startdatum van het onboardingitem | |
Einddatum en reden uit dienst | Offboardingitem met variabele reden | |
Einddatum verstreken | active = false |
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