HR to ITSM
Lucca to ServiceNow integration: users per establishment and catalogue requests per employment
With an integration between Lucca and ServiceNow, every employee from Lucca becomes a user in ServiceNow, with department, establishment and manager from their current job position, and KoppelHet orders an onboarding item as soon as someone gets the status upcoming in Lucca. When the employment in Lucca gets an end date, an offboarding item follows and the user becomes inactive after that day.
What the integration does
Organisations that use Lucca for HR and ServiceNow for IT record a transfer in Lucca as a new job position with its own start date. ServiceNow does not notice that by itself, so the user stays at the old establishment and approvals go to a previous manager.
- Lucca sends an event; KoppelHet checks signature and timestamp and responds within three seconds.
- KoppelHet fetches the employee with their current employment, job position and department in one request.
- Through an import set KoppelHet creates or updates company, location, department and user in ServiceNow.
- At status upcoming KoppelHet orders the onboarding item on behalf of the new employee.
- When the employment gets an end date, the offboarding item follows; after that date KoppelHet sets the user inactive.
What to watch for with Lucca and ServiceNow
- Lucca lets all integrations on one domain make fifty requests per minute together. KoppelHet requests an employee with their employment, job position and department embedded in the same response, so one change costs one request and a payroll integration on the same domain does not hit the limit.
- Lucca aborts a request that takes longer than five seconds. KoppelHet therefore fetches small pages in the nightly comparison, instead of all employees at once, so the comparison does not stop halfway.
- A webhook endpoint must answer Lucca within three seconds, otherwise another attempt follows, up to five times in about a day. KoppelHet answers immediately and only then writes to ServiceNow, where an import set is processed asynchronously.
- Lucca signs every event over the timestamp plus the content, and advises discarding events whose timestamp deviates more than five minutes. KoppelHet does that, so a captured and later replayed event cannot disable a user in ServiceNow.
- Someone who has yet to start in Lucca has status upcoming, and their current employment then points to the next one. KoppelHet therefore already creates the user in ServiceNow with the establishment and department of that future job position, so the onboarding item reaches the team at the right location.
- Private data such as the social security number is kept in a separate personal record in Lucca. KoppelHet only reads the regular employee data, employments and job positions, so that record never ends up in a ServiceNow import set.
- In ServiceNow an import set is processed asynchronously by default. KoppelHet only runs the users after the import of companies, locations and departments, so a new establishment from Lucca already exists when its first employee arrives.
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 ServiceNow have a Lucca integration?
We found none from ServiceNow or from Lucca; only generic automation platforms. KoppelHet builds on the APIs of both sides.
What happens on a transfer?
Lucca records a new job position with a start date. On that day the user in ServiceNow gets the new establishment, department and manager.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Lucca through the Lucca API (Api-Version header) with OAuth 2.0 and read-only access: employees with ?include=embedded (applicableEmployment, applicableJobPosition, department), status upcoming, active or deactivated, employeeNumber up to 50 characters, email; employments and job-positions (businessEstablishment, department, manager). Events through webhook with Lucca-Signature (SHA256 over timestamp dot body) and Lucca-Timestamp, response within 3 seconds, five attempts in about 24 hours, kept two months. 50 requests per minute per domain; requests over 5 seconds are aborted.
- ServiceNow through the Import Set API (POST /api/now/import/{stagingTableName}/insertMultiple, asynchronous by default, run_after for core_company, cmn_location and cmn_department before sys_user, coalesce on employee_number) and the Service Catalog API (POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with sysparm_quantity, variables and sysparm_requested_for).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Lucca | Field in ServiceNow | Notes |
|---|---|---|
employeeNumber of id | employee_number | Coalesce key |
givenName en familyName | first_name en last_name | |
email | email | |
applicableEmployment.legalEntity | company (core_company) | |
applicableJobPosition.businessEstablishment | location (cmn_location) | |
applicableJobPosition.department | department (cmn_department) | |
applicableJobPosition.manager | manager | |
status upcoming en end.date | Onboarding- en offboardingitem |
Related
Lucca → Active Directory
Lucca to Active Directory integration: accounts in your own domain based on Lucca
Lucca → ADP iHCM
Lucca to ADP iHCM integration: fixed and variable pay from Lucca Compensation to Dutch ADP payroll
Lucca → AFAS Profit
Lucca to AFAS integration: employees and pay of the Dutch entity from Lucca in AFAS
ASLucca → Arbodienst (SIVI)
Lucca to the occupational health service via SIVI: confirmed sickness per half day as absence reports