HR to ITSM
Sage People Jira Service Management integration: customers per entity and requests on joining and leaving
With an integration between Sage People and Jira Service Management, every team member from Sage People becomes a customer in Jira Service Management, a member of the organization of their entity, and KoppelHet raises a request in the right service desk for every new or ended employment record. After the last working day the integration revokes the departed employee's portal access.
What the integration does
Organisations that use Sage People for HR and handle their IT requests in Jira Service Management often retype a new colleague into a portal form. Whoever leaves keeps access to the customer portal until someone remembers to remove it by hand.
- Every hour KoppelHet reads changed team members and employment records from Sage People.
- Each entity has an organization in Jira Service Management; the customer becomes a member of it.
- If the new colleague already has a work email, KoppelHet creates the customer; otherwise the request is raised in the manager's name.
- The onboarding request gets start date, job title, department and entity in the fields of the request type.
- An end date produces an offboarding request; after that day portal access is revoked.
What to watch for with Sage People and Jira Service Management
- A customer in Jira Service Management has a display name that does not need to be unique. KoppelHet therefore stores the accountId Jira returns per team member, so two colleagues with the same name never get mixed up.
- Each Sage People entity becomes an organization in Jira Service Management. Agents then see for each request which country or employer it is for, and a service desk can be given only the organizations it serves.
- A request on behalf of someone else is only possible if that person is already a customer. For a new colleague without a work email, KoppelHet raises the onboarding request in the name of the manager from Sage People, with the new colleague's name in a field.
- The departure sits on the employment record in Sage People, separate from the person. KoppelHet queries that object separately on modification date, so an end date produces an offboarding request in Jira even without any other change.
- Revoking portal access in Jira needs a site administrator and does not work from a Connect app. KoppelHet uses a separate technical user for it and only calls it after the last working day from Sage People.
- Which fields a request needs differs per request type. KoppelHet fetches those fields from Jira and fills them with values from Sage People; if an administrator adds a mandatory field, the integration reports that instead of submitting half a request.
- A move to another entity gives a new employment record in Sage People. KoppelHet moves the customer to the organization of the new entity and raises a change request, without revoking portal 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
Does this work with Jira Service Management Cloud and Data Center?
This page assumes the Cloud API. With Data Center the customer endpoints differ; we look at that during the intake.
Can each entity have its own service desk?
Yes. KoppelHet picks the service desk and request type based on the entity from Sage People.
What happens to the tickets of someone who leaves?
They stay in Jira. The integration only revokes portal access, so the departed employee cannot submit anything new.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Sage People through the Salesforce REST API with SOQL on fHCM2__Team_Member__c and fHCM2__Employment__c on LastModifiedDate, with OAuth 2.0 client credentials through an External Client App. The API user has a Salesforce Integration licence and a read-only permission set.
- Jira Service Management through /rest/servicedeskapi/: POST customer (email, displayName; 201 on success, 409 on a conflict), organization with users, and PUT customer/user/{accountId}/revoke-portal-only-access (site administrator, not for Connect apps, 204 on success).
- Requests through POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf; the fields per request type through /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Sage People | Field in Jira Service Management | Notes |
|---|---|---|
E-mail (team member) | email (customer) | |
First Name + Last Name | displayName | |
Entiteit | Organization | One organization per entity |
Manager | raiseOnBehalfOf | As long as the employee has no work email |
Start Date (employment) | requestFieldValues: startdatum | |
Job Title en Department | requestFieldValues: functie en afdeling | |
End Date (employment) | Offboardingverzoek en revoke-portal-only-access |
Related
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Sage People → ADP iHCM
Sage People to ADP iHCM integration: salary records, bonuses and leavers of the Dutch payroll company to ADP
Sage People → AFAS Profit
Sage People to AFAS integration: Dutch employees and salaries from Sage People in AFAS Profit
ASSage People → Arbodienst (SIVI)
Sage People to the occupational health service via SIVI: absence records as absence reports