HR to ITSM
Oracle HCM TOPdesk integration: Dutch employees and onboarding tickets in TOPdesk
With an integration between Oracle HCM Cloud and TOPdesk, new Dutch employees from Oracle are persons in TOPdesk, with department, branch and manager, and KoppelHet creates an incident or change for the right operator group for every new colleague, job change or departure. The service desk gets an onboarding ticket four weeks before the start and an offboarding ticket one week before the last working day, without waiting for a monthly file from head office.
What the integration does
International organisations with Oracle Fusion Cloud HCM for all employees and a Dutch service centre on TOPdesk often get an extract from the Oracle team once a month. In the weeks between, the service desk enters new colleagues itself, leading to typos and duplicate persons.
- When HR creates a new department or location in Oracle, it appears in TOPdesk first.
- HR abroad enters a new Dutch employee in Oracle.
- KoppelHet picks up the new employee and checks whether they belong to the Dutch employer.
- The employee appears as a person in TOPdesk, and the service desk sees an onboarding change. A transfer updates the person.
- One week before the last working day an offboarding ticket arrives for laptop, badge and access; after the last working day KoppelHet archives the person.
- The onboarding incident is in the new colleague's name and goes to the operator group of the branch, with the start date as target date and job, department and manager in the text. If the service desk wants fixed tasks, it becomes a change from a template.
- A new job or department results in a change ticket, so IT adjusts access and equipment.
What to watch for with Oracle HCM Cloud and TOPdesk
- Oracle puts a new employee in the newhire feed as soon as HR records them, even if the start date is weeks later. KoppelHet remembers that date and creates the onboarding ticket within the agreed lead time.
- The termination feed arrives when HR processes the departure, often well ahead and sometimes from another country. The offboarding ticket arrives one week before the last working day, so the Dutch service desk can collect laptop and badge.
- A transfer within the group to the Dutch legal employer is a new colleague for TOPdesk. KoppelHet then creates an onboarding ticket for the workplace, with the existing person number.
- Oracle reports key events, such as a new hire or a departure, separately. KoppelHet therefore does not have to query every employee each time to see what should change in TOPdesk.
- New departments and locations are processed before new employees. A new colleague in a new department then finds that department already in TOPdesk.
- Such a notice from Oracle says what happened, but not all the details. KoppelHet then fetches the employee, and only writes what differs from TOPdesk.
- In Oracle one person can hold several positions, sometimes with different employers in the group. For TOPdesk the main position at the Dutch employer counts.
- The person number in Oracle stays the same on a transfer within the group. That is why it is the fixed key in TOPdesk.
- Oracle locations are all over the world. Only the Dutch locations become branches in TOPdesk; employees elsewhere do not get a person.
- A manager working outside the Netherlands is not in the Dutch TOPdesk. Per customer we choose whether they are created as a person without caller rights or whether the field stays empty.
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
Can we also have tickets created for onboarding and offboarding?
Yes. By default an onboarding incident or a change from your template arrives four weeks before the start date, and an offboarding ticket one week before the last working day. The ticket is in the employee's name.
Does the Oracle team at headquarters need to set anything up?
Only an integration user with read access. No monthly file needs to be produced any more.
What if a notice from Oracle is missed?
KoppelHet remembers how far it has read and continues from there. A periodic comparison with TOPdesk catches the rest.
Can we connect several countries to one TOPdesk?
Yes. We then include more employers from Oracle and add their locations as branches.
Does anything go back from TOPdesk to Oracle?
No. Oracle HCM remains the source for persons. TOPdesk data such as issued laptops stays in TOPdesk.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Oracle HCM Cloud is read through the newhire, empassignment and termination Atom feeds and the workstructures feeds for departments and locations, then the workers with assignment through the HCM REST API. Oracle recommends Atom feeds for following these events.
- Filter on the primary assignment at the Dutch legal employer. The key is the person number in employeeNumber, not the assignment number. KoppelHet remembers how far a feed has been read.
- TOPdesk is written through the TOPdesk REST API (persons, departments, branches, changes). Integration user in Oracle with read-only access; no HCM Extract or Data Loader file needed.
- Tickets through the TOPdesk REST API: incidents with POST /tas/api/incidents (callerLookup to the person, briefDescription, request, category, operatorGroup, targetDate and externalNumber), or changes with POST /tas/api/operatorChanges from a template (template and requester). KoppelHet stores per employee which incident or change has already been created, per hire and per end date.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Oracle HCM Cloud | Field in TOPdesk | Notes |
|---|---|---|
Person number | employeeNumber | |
Voornaam | firstName | |
Achternaam | surName | |
Werk-e-mailadres | email | |
Job (assignment) | jobTitle | |
Department (assignment) | department | |
Location (assignment) | branch | |
Manager (assignment) | manager | |
Startdatum | hireDate (contract) | |
Einddatum (termination) | employmentTerminationDate (contract) en archiveren | |
Indiensttreding, wijziging of vertrek | Melding (incidents) of wijziging uit sjabloon (operatorChanges) | Chosen per event at the start |
Gesynchroniseerde persoon | callerLookup of requester | The ticket is in the employee's name |
Startdatum of einddatum (termination) | targetDate en briefDescription | For example Onboarding 01-11-2026: name |
Functie, afdeling en leidinggevende | request (tekst van de melding) | |
Vestiging of afdeling | operatorGroup en category | Operator group per branch |
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