HR to ITSM
Oracle HCM Cloud to ServiceNow integration: users and on- and offboarding from the Atom feeds
With an integration between Oracle HCM Cloud and ServiceNow, employees from Oracle become users in ServiceNow, with department, location and manager, and a new hire or departure in Oracle automatically orders the right item from the ServiceNow service catalog. KoppelHet follows Oracle's Atom feeds for this, so a cancelled start or a moved start date also reaches ServiceNow.
What the integration does
Organisations with Oracle HCM Cloud as their HR system and ServiceNow for IT services often start onboarding with a form HR fills in. ServiceNow offers an Oracle integration itself, but it belongs to HR Service Delivery; those with only ServiceNow ITSM then lack a connection.
- KoppelHet reads Oracle's Atom feeds for new hires, assignments, work relationships and terminations.
- For every notification KoppelHet fetches the worker with the primary assignment through the HCM REST API.
- Departments and locations go to ServiceNow first, then the users, through ServiceNow's import function.
- For a new hire KoppelHet orders the onboarding item from the service catalog, in the new user's name.
- On a termination KoppelHet orders the offboarding item; after the end date the user becomes inactive.
What to watch for with Oracle HCM Cloud and ServiceNow
- Oracle already puts an employee with a future start date in the newhire feed. KoppelHet creates the user straight away, but only orders the onboarding item within the lead time your service desk uses, so a hire three months ahead does not create a task now.
- If a new hire does not show up or a candidate withdraws their acceptance, Oracle reports it in a separate feed for cancelled work relationships. KoppelHet then adds a note to the open onboarding request and sets the user to inactive, so the laptop is not handed out.
- If the start date in Oracle is moved, it appears in the feed for work relationship changes. KoppelHet adjusts the requested date on the open request in ServiceNow, so IT is not ready a week too early or too late.
- A manager change in Oracle arrives through the assignment feed. KoppelHet only updates the user's manager in ServiceNow, so approvals go to the new manager without reloading the rest of the user.
- Oracle sends notifications for employees, contingent workers and pending workers. KoppelHet records the worker type on the user in ServiceNow, so a catalog item for externals can start different tasks than one for own staff.
- ServiceNow has its own Oracle HCM integration, built by Bristlecone, which activates the Oracle HCM Cloud spoke. That spoke requires an Integration Hub subscription. KoppelHet uses ServiceNow's standard import, which works without that subscription.
- In Oracle someone can have several assignments, including with different legal employers. ServiceNow has one department and one manager per user; KoppelHet takes those from the primary assignment.
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 HR Service Delivery?
Not for this integration. It works with ServiceNow ITSM and the standard import function.
Does salary data go to ServiceNow?
No. The assignment feed also reports salary changes, but KoppelHet only takes department, location and manager.
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 on /hcmRestApi/atomservlet/employee/{collection} (newhire, empassignment, empupdate, termination, cancelworkrelship, workrelshipupdate) and the workstructures feeds, with OAuth; then workers through the HCM REST API. Integration user with read-only rights.
- ServiceNow through the Import Set API (insertMultiple) into staging tables with transform maps, coalesce on employee_number and run_after so cmn_department and cmn_location are processed before sys_user. Catalog requests through POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with sysparm_requested_for; notes through the Table API on sc_req_item.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Oracle HCM Cloud | Field in ServiceNow | Notes |
|---|---|---|
PersonNumber | employee_number | Coalesce key |
DisplayName, FirstName, LastName | first_name, last_name | |
WorkEmail | email | |
DepartmentName (primaire assignment) | department (cmn_department) | |
LocationCode | location (cmn_location) | |
ManagerId (primaire assignment) | manager | |
WorkerType (E, C, P) | Soort gebruiker |
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