HR to ITSM
Rippling to Jira Service Management integration: customers per entity and requests for joiners and leavers
With an integration between Rippling and Jira Service Management, every worker from Rippling is a customer in the Jira IT service desk, in the organisation of their legal entity, and KoppelHet raises a request on behalf of the manager for every hire or departure. After the last working day KoppelHet revokes the leaver's portal access.
What the integration does
Organisations that use Rippling for HR and Jira Service Management for IT, with entities in several countries, often let managers submit onboarding requests in the portal themselves. That happens late or not at all, and a leaver keeps portal access until someone remembers.
- KoppelHet reads the worker changes in Rippling since the previous run and fetches the worker with manager and entity.
- If the worker is not yet a customer, KoppelHet creates them and adds them to their entity's organisation.
- A hire produces a request of the onboarding type, raised on behalf of the manager.
- A moved date or a rescinded offer becomes a comment on the open request.
- A departure produces an offboarding request; after the last working day portal access is revoked.
What to watch for with Rippling and Jira Service Management
- Rippling returns the legal entity with each worker, and a Jira service desk works with customer organisations. KoppelHet creates an organisation per entity, so an IT team in one country only sees the requests of its own entity.
- Creating a customer requires global admin permission in Jira, and revoking portal access requires site administration. KoppelHet therefore uses a dedicated service account with exactly those permissions, not the account of an employee who may leave.
- Rippling has separate termination values for a declined or rescinded offer. If such a termination arrives before the start date, KoppelHet adds a comment on the open onboarding request in Jira instead of creating an offboarding request.
- A request on behalf of the manager only works if that manager is a customer of the service desk. KoppelHet looks up the manager from Rippling by work email and creates them as a customer first, so they see the request in the portal and can add to it.
- Rippling reports a correction to an effective date as a separate event. KoppelHet writes the new start or end date as a comment on the existing request, so there remains one request in Jira per hire and per departure.
- Rippling distinguishes employees and contractors. KoppelHet puts that in a field of the request, so the onboarding type in Jira can show a smaller package for a contractor without needing a second request type.
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 Jira Service Management have a Rippling app?
We found no app from Rippling or Atlassian for joiner and leaver requests. KoppelHet uses the APIs of both sides.
Does Rippling already manage the Atlassian accounts itself?
That is possible through Rippling IT. Then we agree that Rippling handles the accounts and KoppelHet only customers, organisations and requests.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Rippling through the REST API on rest.ripplingapis.com with read scopes (worker-changes.read, workers.read). GET /worker-changes/ filtered on applied_on (event_type including HIRE, OFFBOARD, SCHEDULED_OFFBOARD, UNDO and EFFECTIVE_DATE_AMENDMENT); GET /workers with expand on user, manager, legal_entity and employment_type, and termination_details.type. Needs the API SKU and an entitlement for the Worker Changes API.
- Jira Service Management through /rest/servicedeskapi/: POST customer (email, displayName, fullName; global admin permission), organization with users, POST request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf, POST request/{issueIdOrKey}/comment, and PUT customer/user/{accountId}/revoke-portal-only-access (site administration).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Rippling | Field in Jira Service Management | Notes |
|---|---|---|
work_email | email van de klant | |
user.name | displayName en fullName | |
legal_entity | Organisatie in de servicedesk | |
manager.work_email | raiseOnBehalfOf (accountId van de manager) | |
start_date | Veld startdatum in requestFieldValues | |
department en title | Velden in requestFieldValues | |
employment_type | Veld soort worker in requestFieldValues | |
end_date | Offboardingverzoek, daarna portaltoegang ingetrokken |
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