HR to ITSM
Personio to BMC Helix ITSM integration: people per legal entity and incidents for joiners and leavers
With an integration between Personio and BMC Helix ITSM, every employee from Personio becomes a person in BMC Helix, under the company that matches their legal entity and at the site of their office, and the support group gets an incident as soon as an employment starts or ends. External staff from Personio are included, but end up with their own support group.
What the integration does
Organisations that use Personio for HR and BMC Helix ITSM for IT, with entities in several countries, maintain the company and department structure in Helix separately from HR. A colleague who moves to another entity in Personio then stays under the old company in Helix and their requests reach the wrong support group.
- Personio reports a new or changed person or an employment; KoppelHet reads the most recent employment.
- If the company, organisation or department is missing in BMC Helix, KoppelHet creates it first.
- The person is created or updated in CTM:People, with the office as site.
- Within the onboarding lead time an incident follows for the entity's support group, or for the group for external staff.
- A termination produces an offboarding incident on the last working day; after the end date the profile becomes non-active.
What to watch for with Personio and BMC Helix ITSM
- Personio returns the legal entity with each employment, and BMC Helix hangs support groups and permissions on the company. KoppelHet turns each entity into a company in Helix, so a move to another entity also moves the person in Helix.
- Org units in Personio have a type. KoppelHet uses the type to choose what becomes an organisation in Helix and what becomes a department, because Helix always expects a department under an organisation.
- BMC Helix refuses a new person without a site or home address. The office from Personio becomes the site in Helix, so the integration needs no home address from Personio.
- An employment in Personio is INTERNAL or EXTERNAL. External staff do get a person in Helix, but their onboarding incident goes to a separate support group, because IT often provides fewer resources for them.
- Personio has both an end date and a last working day for a termination. The offboarding incident targets the last working day, when laptop and badge must come back; the profile in Helix only becomes non-active after the end date.
- Not every change to a standard attribute in Personio sends a webhook. KoppelHet therefore compares all people with CTM:People every night, and signs in again halfway because the Helix token expires after an hour.
- An employee with status ONBOARDING is already in Personio before the contract starts. KoppelHet puts that person in Helix straight away, so the onboarding incident has an existing customer in time.
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
What happens on a move to another entity?
Personio records a new employment. The person moves to the new company in Helix and an incident for access and equipment follows, not a departure.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Personio through webhooks (Person.created, Person.updated, Employment.created, Employment.updated) and the Personio API v2 (GET /v2/persons/{id}/employments, most recent first; legal_entity, org_units with type, office, position.title, supervisor, type INTERNAL or EXTERNAL, status ACTIVE, INACTIVE, ONBOARDING or LEAVE, termination with termination_date and last_working_day). Client credentials with read access only.
- BMC Helix through the platform REST API: POST /api/jwt/login (token valid for one hour, Authorization: AR-JWT header), POST and PUT on /api/arsys/v1/entry/CTM:People and the forms for company, organisation and department, POST /api/jwt/logout. Incidents through HPD:IncidentInterface_Create with z1D_Action CREATE, Corporate_ID, Impact, Urgency, Service_Type, Reported_Source, Description and Assigned_Group.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Personio | Field in BMC Helix ITSM | Notes |
|---|---|---|
Person-ID | Corporate ID | |
first_name en last_name | First Name en Last Name | |
email | Internet E-mail | |
legal_entity | Company | |
org_units (type) | Organization en Department | |
office | Site | |
position.title | Job Title | |
type INTERNAL of EXTERNAL | Assigned_Group van het incident | |
termination.last_working_day | Datum in het offboardingincident |
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