HR to ITSM
Sage HR to TOPdesk integration: teams as department, and tickets for new employees, team changes and the last working day
With an integration between Sage HR and TOPdesk, every active employee from Sage HR becomes a person in TOPdesk, with team, position and manager, and the service desk gets a ticket for every new colleague and every last working day. KoppelHet reads Sage HR every hour, because Sage HR has no webhooks.
What the integration does
Organisations with Sage HR and a service desk in TOPdesk often enter new colleagues in TOPdesk by hand, based on the onboarding overview in Sage HR. A departure only reaches IT when the manager remembers, and a team change not at all.
- HR creates the employee in Sage HR with start date, team, position and manager.
- In the next hourly run KoppelHet creates the person in TOPdesk, with the team as department.
- Four weeks before the start date an onboarding ticket reaches the service desk, with team, position and manager in the text.
- A new team with a start date produces a change ticket on that date, and the person gets the new department.
- After a termination an offboarding ticket arrives a week before the last working day. After that day the person is archived.
What to watch for with Sage HR and TOPdesk
- Someone who has left disappears from the list of active employees in Sage HR and appears in a separate list with the date and the reason. KoppelHet reads both lists, so a departure entered between two runs is not lost for TOPdesk.
- The date of a termination in Sage HR is the last working day. It becomes the target date of the offboarding ticket. The reason for leaving stays in Sage HR and is not put in the ticket.
- Sage HR provides a team history per employee with start and end dates. KoppelHet updates the department in TOPdesk on the start date of the new team, not at the moment HR enters the change.
- Sage HR marks on-call staff and employees with an irregular contract with a flag of its own. KoppelHet puts that in the category of the onboarding ticket, so the service desk can for example prepare a shared device instead of a personal laptop.
- On a rehire Sage HR can start the record fresh, but the employee keeps the same id. KoppelHet restores the archived person in TOPdesk instead of creating a second one, so the ticket history stays together.
- Sage HR returns employees in pages of fifty and the team history only when requested separately. KoppelHet requests team and position history in the same run and walks all pages, so no one is missing.
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
Sage HR has its own onboarding and offboarding tasks. Why TOPdesk then?
Those tasks are for HR and managers. The service desk works in TOPdesk, with its own operator groups and lead times. The integration brings the IT work there.
Where does the branch come from?
The employee list in the Sage HR API contains no location. If the organisation has several branches, we derive them from the team or set them per employee; we agree on that at the start.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Sage HR REST API at {subdomain}.sage.hr/api with the X-Auth-Token header. GET /employees with team_history=true and position_history=true (email, employee_number, employment_start_date, team, team_id, position, reports_to_employee_id, work_phone, mobile_phone, irregular_contract_worker; meta.next_page, 50 per page), GET /terminated-employees (termination_date, termination.reason) and GET /teams. A rehire runs through POST /employees/{id}/rehire with start_fresh. No webhooks.
- TOPdesk is written through the TOPdesk REST API with an application password: persons through Supporting Files (employeeNumber at most 20 characters, archiving and restoring from the archive), incidents with POST /tas/api/incidents (callerLookup, briefDescription, category, operatorGroup, targetDate, externalNumber).
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Sage HR | Field in TOPdesk | Notes |
|---|---|---|
employee_number | employeeNumber | |
first_name en last_name | firstName en surName | |
email | email | |
work_phone en mobile_phone | phoneNumber en mobileNumber | |
position (position_history) | jobTitle | |
team (team_history) | department | |
reports_to_employee_id | manager | |
employment_start_date | hireDate en targetDate van de onboardingmelding | |
termination_date (terminated-employees) | employmentTerminationDate en targetDate van de offboardingmelding | |
irregular_contract_worker | Categorie van de onboardingmelding |
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