HR to ITSM
Rippling to ServiceNow integration: users from Rippling and catalog requests that follow scheduled changes
With an integration between Rippling and ServiceNow, every worker from Rippling becomes a user in ServiceNow, with department, location, manager and type of working relationship, and a hire or scheduled offboarding in Rippling orders the onboarding or offboarding item from the ServiceNow catalog. If Rippling moves a date or rescinds an offer, KoppelHet updates the open request instead of ordering a new one.
What the integration does
Organisations that use Rippling for HR and ServiceNow for IT often let Rippling only create accounts in other apps. The service desk in ServiceNow then gets no request for laptop and workplace, and does not hear that an offer was rescinded or a start date was moved.
- KoppelHet reads Rippling's change feed by the moment of saving, including changes that take effect later.
- Departments and locations go to ServiceNow first, then the user.
- A hire within the onboarding lead time orders the onboarding item for the new user.
- A scheduled offboarding orders the offboarding item with the end date.
- A rescinded offer, undone change or moved date becomes a note on the open request.
What to watch for with Rippling and ServiceNow
- Rippling records for every change when it was saved and when it takes effect. Filtering on the effective date misses changes that have yet to take effect. KoppelHet reads by the moment of saving, orders the offboarding item as soon as a departure is scheduled, and only updates the user in ServiceNow on the effective date.
- Rippling has its own termination types for an offer that is declined, rescinded or reneged by the candidate. KoppelHet then puts a note on the open onboarding request in ServiceNow that the start is not happening, so the catalog tasks can be closed.
- If HR moves the effective date of a change in Rippling, a separate event is sent. KoppelHet puts the new date on the open request in ServiceNow instead of ordering a second item.
- Rippling's change feed requires the API SKU and a separate entitlement that is switched on through the Technical Account Manager. We arrange this at the start; as long as it is not on, KoppelHet compares all workers with ServiceNow every day.
- Fields the integration has no read permission for in Rippling appear in the feed as redacted, without old or new value. A salary change is therefore an event for KoppelHet, but without content, and produces nothing in ServiceNow.
- A worker in Rippling works at a work location or remotely. For remote workers KoppelHet creates a location per country in ServiceNow, so the catalog task for shipping the laptop reaches the team for that country.
- Rippling distinguishes employees and contractors. KoppelHet passes that as a variable of the catalog item, so the flow for a contractor with their own equipment only creates the tasks for accounts and access.
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
Rippling already creates accounts. Why another integration?
Accounts in apps are different from a request for laptop, workplace and access badge. KoppelHet makes sure the service desk in ServiceNow gets those requests, with the right date, and leaves account management with Rippling if that is how it is set up.
Does salary go to ServiceNow?
No. The integration has no read permission on salary in Rippling, so KoppelHet does not even see those values.
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 a token with read scopes (worker-changes.read, workers.read). GET /worker-changes/ filtered on applied_on, with event_type HIRE, CHANGE, SCHEDULED_CHANGE, OFFBOARD, SCHEDULED_OFFBOARD, UNDO and EFFECTIVE_DATE_AMENDMENT and per change field_key, display_type (VISIBLE or REDACTED), from_value and to_value. GET /workers (limit at most 100, expand on manager, department and employment_type) with status, location and termination_details.type (including OFFER_DECLINED, RESCIND and RENEGE).
- 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). Notes and dates on an open request through the Table API on sc_req_item; KoppelHet keeps the RITM number per worker and event.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Rippling | Field in ServiceNow | Notes |
|---|---|---|
id (worker) | employee_number | Coalesce key |
Naam (user) | first_name en last_name | |
work_email | email | |
title | title | |
department | department (cmn_department) | |
location (WORK met work_location_id, of REMOTE) | location (cmn_location) | REMOTE to a location per country |
manager_id | manager | |
employment_type (EMPLOYEE of CONTRACTOR) | Variabele van het catalogusitem en veld op de gebruiker | |
HIRE, SCHEDULED_OFFBOARD, UNDO, EFFECTIVE_DATE_AMENDMENT | order_now of notitie op sc_req_item |
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