HR to ITSM
Remote to ServiceNow integration: users per country and catalog requests for EOR employees and contractors
With an integration between Remote and ServiceNow, everyone working through Remote becomes a user in ServiceNow, with country, department and employment type, and KoppelHet orders the onboarding item when the employment becomes active in Remote and the offboarding item when Remote confirms the termination. Confidential offboardings stay out of ServiceNow.
What the integration does
Organisations that employ people in other countries through Remote and use ServiceNow for IT often arrange laptop and accounts for those colleagues through separate emails. The service desk then does not know which country someone works in, and an end date becomes known before Remote has checked the notice period.
- At the start KoppelHet loads all employments from Remote; after that changes arrive through webhooks.
- For each changed employment KoppelHet fetches the details and puts country and department in ServiceNow first, then the user.
- When the employment becomes active, KoppelHet orders the onboarding item.
- When an offboarding goes to payroll, KoppelHet orders the offboarding item with the confirmed date.
- After the end date the user in ServiceNow is set to inactive.
What to watch for with Remote and ServiceNow
- Remote has EOR, PEO and global payroll, and everyone in those models may need IT. KoppelHet passes the model as a variable of the catalog item, so the flow in ServiceNow creates the right tasks per model, for example whether or not an organisation laptop is needed.
- On an offboarding Remote first checks the country's notice periods; the proposed end date can therefore still change. KoppelHet only orders the offboarding item once Remote has passed the offboarding to payroll, with the date that is fixed by then.
- An offboarding can be confidential in Remote, and is then not in the regular list. KoppelHet does not request confidential requests, so no offboarding task appears in ServiceNow for a departure the employee has not yet been told about.
- Remote only retries a webhook on a connection error; an error code from the receiver counts as delivered. KoppelHet accepts every notification straight away and processes it afterwards; if processing fails, KoppelHet retrieves the notification from Remote's delivery history.
- Delivery history and replay only work at Remote with an OAuth integration token; with a regular customer API token Remote returns a 404 there. KoppelHet therefore uses an integration token, so a ServiceNow outage can be caught up later.
- The work email is sometimes fixed in Remote later than the rest of the employment, and Remote reports that change separately. KoppelHet already creates the user in ServiceNow and fills in the email address as soon as that notification arrives, so the onboarding request does not have to wait.
- Remote recommends loading the full list once and working per employment after that. The list returns a light version without all details; KoppelHet only fetches the details for the employment a notification is about, and compares the list with ServiceNow weekly.
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 Remote have a ServiceNow integration?
We found none from Remote or ServiceNow themselves, only generic examples on automation platforms. KoppelHet builds on the APIs of both sides.
Does the service desk see pay or contract terms?
No. Only name, work email, job, department, country, employment model and the dates go to ServiceNow.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Remote through the Remote API on gateway.remote.com. Initial load with GET /v1/employments (page_size 100, filters on status, employment_model and employment_type), details through GET /v1/employments/{employment_id}. Webhooks through POST /v1/webhook-callbacks on employment.status.updated, employment.details.updated, employment.work_email.updated and offboarding.submitted_to_payroll, signed with X-Remote-Signature and X-Remote-Timestamp; deduplicate on the event ID. GET /v1/webhook-events and POST /v1/webhook-events/replay with an OAuth integration token (webhook.read, webhook.write). Confidential offboardings only with include_confidential.
- ServiceNow through the Import Set API (insertMultiple with run_after for cmn_department and cmn_location before sys_user, coalesce on employee_number) and the Service Catalog API (POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with variables and sysparm_requested_for).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Remote | Field in ServiceNow | Notes |
|---|---|---|
id van de employment | employee_number | Coalesce key |
full_name | first_name en last_name | |
Werkadres | email | |
job_title | title | |
department | department (cmn_department) | |
Land van de employment | location (cmn_location) | One location per country |
employment_model en type | Variabele van het catalogusitem | |
status active | Onboardingitem | |
offboarding.submitted_to_payroll | Offboardingitem, daarna active op false |
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