HR to ITSM
Oracle HCM to ServiceDesk Plus integration: requesters and service requests on hire and termination
With an integration between Oracle HCM Cloud and ManageEngine ServiceDesk Plus, every employee from Oracle is a requester in ServiceDesk Plus, with department, job title and manager, and a hire, transfer or departure in Oracle sets up a service request from the right template. KoppelHet reads the Oracle feeds and writes through the ServiceDesk Plus v3 API.
What the integration does
Organisations with Oracle HCM Cloud as HR system and ServiceDesk Plus as service desk often import requesters from Active Directory, so only once the account exists. Onboarding and offboarding start with an email from HR, and approvals sometimes get stuck with a manager who has already left.
- HR records a hire in Oracle; it appears in the newhire feed, even with a start date far ahead.
- KoppelHet looks up the manager in ServiceDesk Plus and creates them first if needed.
- The new employee becomes a requester in the department under the site of their work location.
- A service request from the onboarding template goes to that site's group, with the start date as due date.
- A termination produces an offboarding request with a task to deactivate the requester in ServiceDesk Plus.
What to watch for with Oracle HCM Cloud and ManageEngine ServiceDesk Plus
- KoppelHet reads the Oracle Atom feeds with an integration user that can only read, and uses the regular v3 API on the other side.
- A user's status is read-only in the ServiceDesk Plus v3 API. After a termination from the Oracle feed, KoppelHet therefore cannot deactivate the requester itself; the offboarding request contains a task to do that in ServiceDesk Plus.
- In ServiceDesk Plus a department belongs to a site. An Oracle department often has people at several locations; KoppelHet puts the same department under each site where the assignments have a location, so the request reaches the right site's group.
- A manager in ServiceDesk Plus refers to an existing user. Oracle reports a manager change in the assignment feed; KoppelHet updates reporting_to and sets the approver flag on the new manager, so an open request ends up with someone who still works there.
- If someone does not show up or a candidate withdraws, the Oracle cancelworkrelship feed says so. KoppelHet then adds a note to the onboarding request, so the service desk stops the order and deactivates the requester itself.
- ServiceDesk Plus expects a request's due date in milliseconds since 1970, Oracle delivers a start date without a time. KoppelHet converts it to the start of the working day in the site's time zone, so a start in Dubai does not end up on the evening before.
- ServiceDesk Plus Cloud runs in several data centres with their own address. KoppelHet uses the address returned with the token, so Oracle data of European employees stays in the EU data centre.
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 this also work with ServiceDesk Plus on premises?
Yes, with a technician key instead of OAuth. KoppelHet does need to be able to reach the server.
Can the AD import of requesters keep running?
Yes, if we agree per field which source leads. Oracle supplies job title, department and manager; AD often only the login name.
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, empupdate, termination and cancelworkrelship at /hcmRestApi/atomservlet/employee/, then the worker with assignments through the HCM REST API. Read-only integration user.
- ServiceDesk Plus Cloud through OAuth 2.0 from Zoho Accounts with the base URL from api_domain; on premises with a technician key. Users through /api/v3/users (employee_id, name, email_id, jobtitle, department, reporting_to, service_request_approver; status read-only), lookups with list_info and search_fields. Requests through POST /api/v3/requests with input_data: subject, requester, template, site, group and due_by_time.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Oracle HCM Cloud | Field in ManageEngine ServiceDesk Plus | Notes |
|---|---|---|
PersonNumber | employee_id | Lookup key via search_fields |
DisplayName / FirstName, LastName | name, first_name, last_name | |
WorkEmail | email_id | |
Job van de primaire assignment | jobtitle | |
Department en Location | department (met site) | |
Manager van de assignment | reporting_to | |
Is manager in Oracle | service_request_approver | |
Startdatum of laatste werkdag | due_by_time van het verzoek | Milliseconds since 1970 |
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