HR to ITSM
Officient ServiceNow integration: users with team and role, requests on Officient's webhooks
With an integration between Officient and ServiceNow, every employee from Officient becomes a user in ServiceNow, with team, role and manager, and KoppelHet orders an onboarding request for a new employee and an offboarding request for a last working day. Officient signals every change with a webhook, after which KoppelHet fetches the employee and updates ServiceNow.
What the integration does
Organisations in the Netherlands and Belgium that use Officient for HR and ServiceNow for IT often already have the changes in Officient available as events. Even so, a new colleague only reaches ServiceNow when someone creates them by hand or the directory passes them on.
- In Officient, HR switches on webhooks for added, updated, deleted and reactivated employees, and for team, role and manager changes.
- KoppelHet confirms each webhook straight away and then fetches the employee's details.
- ServiceNow creates or updates the user on employee number, with team, role and manager.
- A new employee produces an onboarding request with the first employment date.
- A last employment date produces an offboarding request with the employee's assets; after that day the user is set to inactive.
What to watch for with Officient and ServiceNow
- An Officient webhook only contains the account, the event type and an id. KoppelHet fetches the employee's details on every event and only uses that data, so ServiceNow never receives anything that was only in the webhook.
- Officient repeats a webhook as long as no status 200 comes back. KoppelHet answers with 200 straight away and queues the event, so a slow or unreachable ServiceNow instance does not cause a series of repeats.
- Officient stores a Dutch name prefix separately from the surname. KoppelHet puts it before the surname in ServiceNow, so searching and sorting in the service desk works the same as in the rest of the organisation.
- Team, role and manager each have their own webhook in Officient. A team change therefore only updates the department in ServiceNow and produces a change request, without processing the whole employee again.
- Officient has a separate event for a reactivated employee. KoppelHet then sets the inactive user in ServiceNow back to active and orders a new onboarding request, with the earlier tickets still on the same user.
- Officient's asset list only gives a name and an owner per asset, no serial number. The offboarding request names the assets; the service desk looks up the serial number in ServiceNow itself.
- Officient allows 30 calls per 5 seconds. During a reorganisation many webhooks arrive at once; KoppelHet's queue fetches them within that limit.
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
Isn't Officient now called Exact Officient?
Yes, the documentation now calls the product that. The API and webhooks work the same.
What if ServiceNow is unreachable for a while?
The events stay in KoppelHet's queue and go through once ServiceNow responds again.
Does pay or contract data go to ServiceNow?
No. The integration only reads basic and personal data and takes name, work email, team, role, manager and the dates from it.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Officient REST API (api.officient.io/1.0, bearer token, scopes personal.info:read and basics:read). GET /people/{id}/detail (first_name, name_parts.insertion, email, team, current_role, current_reports_to, employment.first_employment_date and last_employment_date, linked_payroll_employee_number) and GET /assets/list with person_id. Webhooks with a body of account, event_type and related_object_id, without a signature, repeated until status 200. At most 30 calls per 5 seconds.
- ServiceNow is written through the Import Set API (insertMultiple) with transform maps and coalesce on employee_number; with run_after first cmn_department, then sys_user. Requests through POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with variables and sysparm_requested_for.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Officient | Field in ServiceNow | Notes |
|---|---|---|
Officient person id of linked_payroll_employee_number | employee_number | Coalesce field |
first_name | first_name | |
name_parts.insertion + achternaam | last_name | Prefix before the surname |
email | email | |
team.name | department (cmn_department) | |
current_role.name | title | |
current_reports_to.person_id | manager (sys_user) | |
employment.first_employment_date | Variabele startdatum op het onboardingitem | |
employment.last_employment_date | Offboardingitem; daarna active = false | |
Asset list (name) | Variabele assets op het offboardingitem |
Related
Officient → Active Directory
Officient to Active Directory integration: AD accounts from Exact Officient
Officient → ADP iHCM
Officient to ADP iHCM integration: Dutch wages and leavers from Exact Officient to ADP iHCM
Officient → AFAS Profit
Officient to AFAS integration: Dutch employees from Exact Officient in AFAS Profit Payroll
ASOfficient → Arbodienst (SIVI)
Officient to the occupational health service via SIVI: absence periods from Exact Officient as absence reports