HR to ITSM
Oracle HCM to Freshservice integration: requesters and onboarding and offboarding requests from Oracle HCM Cloud
With an integration between Oracle HCM Cloud and Freshservice, every employee from Oracle becomes a requester in Freshservice, with department, location, job title and manager, and a new hire or departure in Oracle sets up an onboarding or offboarding request. Freshworks has its own Oracle HCM connector with recipes for exactly these steps; KoppelHet comes in when rights in Oracle must stay limited, when only the primary assignment at certain employers counts, or when you do not want a price per task.
What the integration does
Organisations with Oracle HCM Cloud as global HR system and Freshservice as service desk often only get new colleagues into Freshservice when they email a ticket themselves. Onboarding runs through an email from HR, and the documentation of Freshworks' Oracle connector does not say how employees from countries with their own service desk are kept out.
- HR records a new hire in Oracle HCM; it appears straight away in the new hire feed.
- KoppelHet fetches the worker and looks at the primary assignment at the employers belonging to this service desk.
- The manager is made a requester first if they are not one yet, then the new employee.
- The onboarding request is submitted on behalf of the manager, with start date, job title, department and location.
- A termination from the feed produces an offboarding request; after the end date the requester is deactivated.
What to watch for with Oracle HCM Cloud and Freshservice
- Freshworks' Oracle HCM connector has recipes for updating requesters, a first load of historical data, onboarding and offboarding, and fetches department, location, job title and manager. Freshworks charges per executed task.
- Oracle adds a new hire to the newhire feed when HR records them, even if the start date is weeks later. KoppelHet then submits the onboarding request straight away, so IT has the full lead time for laptop and accounts.
- A person in Oracle can have several assignments, sometimes at different employers in the group. KoppelHet takes the primary assignment at the employers that belong to this Freshservice environment, so an employee with a second assignment does not get a second onboarding.
- The person number in Oracle stays the same on a transfer to another employer within the group. KoppelHet stores it in a custom requester field; that way it also stays one requester when the work address changes with it.
- In Freshservice a manager must already be a requester before they can be linked to an employee or submit a request. If the manager works in a country outside this service desk, KoppelHet creates them as a requester without requests of their own.
- Freshservice limits the number of API calls per minute per plan, for example 400 on Pro. KoppelHet therefore spreads the first load of all Oracle employees over time, so agents and other integrations are not slowed down.
- Oracle reports a termination in the termination feed as soon as HR processes the departure, often well in advance. KoppelHet submits the offboarding request with the last working day and only deactivates the requester after the 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
Do we need Oracle Integration Cloud?
No. KoppelHet reads directly from the Oracle HCM Atom feeds and REST API.
What if a start date moves?
The change then arrives through the assignment feed, and KoppelHet adds a note with the new date to the open request.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Oracle HCM Cloud through the Atom feeds newhire, empassignment and termination, then the workers with assignments through the HCM REST API. An integration user with read-only rights; KoppelHet remembers how far each feed has been read.
- Freshservice through the API v2: requesters (department_ids, location_id, reporting_manager_id, custom_fields; deactivated after departure), POST /api/v2/onboarding_requests and /api/v2/offboarding_requests with initiator_id (requires an administrator's API key). Rate limit per account per minute according to the plan.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Oracle HCM Cloud | Field in Freshservice | Notes |
|---|---|---|
PersonNumber | Eigen aanvragersveld | Stays the same on a transfer within the group |
Naam (FirstName, LastName) | first_name en last_name | |
Werk-e-mail | primary_email | |
Job of Position van de primaire assignment | job_title | |
Department | department_ids | |
Location | location_id | |
Manager van de assignment | reporting_manager_id en initiator_id | The manager must already be a requester |
Legal employer | Filter: wel of geen aanvrager | |
Startdatum uit de newhire-feed | Onboardingverzoek |
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