HR to ITSM
Officient to TOPdesk integration: persons, teams and managers from Officient, with the employee's assets in the offboarding ticket
With an integration between Officient and TOPdesk, every employee from Officient is a person in TOPdesk, with team, role and manager, and the service desk gets a ticket for a new employee and for the end of employment. Officient reports changes in person, team, role and manager immediately, and the offboarding ticket lists the assets recorded in Officient in the employee's name.
What the integration does
Organisations in Belgium and the Netherlands that use Officient and have a service desk in TOPdesk often register laptops and phones as assets in Officient. The service desk does not see that list, and on a departure no one in TOPdesk knows which items have to come back.
- HR adds the person in Officient with team, role and manager.
- Officient sends person_added. KoppelHet fetches the person and creates them in TOPdesk.
- Four weeks before the first employment date an onboarding ticket reaches the service desk.
- A new team, a different role or a different manager arrives through its own webhook and updates the person in TOPdesk.
- A week before the last employment date an offboarding ticket arrives with the employee's assets. After that day the person is archived.
What to watch for with Officient and TOPdesk
- Officient tracks assets per employee and sends a webhook when one is added, changed or removed. On a departure KoppelHet puts the list of assets in the employee's name in the offboarding ticket, so the service desk knows what has to come back.
- Besides the manager, Officient also has an extra manager. In TOPdesk only the first one becomes the manager. The extra manager is named in the onboarding ticket, so they can also request access for the new colleague.
- A change of team, role or manager each has its own webhook in Officient. KoppelHet then only updates that single item in TOPdesk and creates a change ticket when the team changes, so the service desk can adjust groups and folders.
- A Dutch name is stored in parts in Officient, with a separate name prefix. KoppelHet puts prefix and surname together in the TOPdesk surname, so the service desk finds someone as their name is actually written.
- An Officient webhook only contains the account, the event type and the object's id, and no signature. KoppelHet fetches the person itself after every webhook, so tickets only enter TOPdesk based on data from Officient itself.
- When someone returns, Officient reports it with person_reactivated. KoppelHet restores the archived person in TOPdesk instead of creating a new one, so old tickets stay with the same person.
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
Where does the branch come from?
Officient's person data holds no work location, but it does hold a team. With one office everyone goes to that branch; with more offices we derive the branch from the team. We agree on that at the start.
Are assets also maintained in TOPdesk?
Not in the first version. The list goes along in the ticket. Assets as objects in TOPdesk can be added later as an extension.
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 with extra_manager_id, employment.first_employment_date and last_employment_date, linked_payroll_employee_number) and GET /assets/list with person_id (30 per page). Webhooks person_added, person_updated, person_deleted, person_reactivated, person_team_updated, person_manager_updated, person_role_updated and asset_added, asset_updated, asset_deleted; body with account, event_type and related_object_id; retried as long as no status 200 comes back. At most 30 calls per 5 seconds.
- TOPdesk is written through the TOPdesk REST API with an application password: persons through Supporting Files (employeeNumber at most 20 characters, archiving and restoring), incidents with POST /tas/api/incidents (callerLookup, briefDescription, request, operatorGroup, targetDate, externalNumber).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Officient | Field in TOPdesk | Notes |
|---|---|---|
id (person) | employeeNumber | Or linked_payroll_employee_number if filled |
first_name | firstName | |
name_parts.insertion en last_name | surName | Prefix before the surname |
email | email | |
current_role.name | jobTitle | |
team.name | department | |
current_reports_to.person_id | manager | |
employment.first_employment_date | hireDate en targetDate van de onboardingmelding | |
employment.last_employment_date | employmentTerminationDate en targetDate van de offboardingmelding | |
assets/list (name) per persoon | Tekst van de offboardingmelding |
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