HR to ITSM
Sage People TOPdesk integration: people and onboarding tickets for the Dutch service desk
With an integration between Sage People and TOPdesk, team members of the Dutch entity are persons in TOPdesk, with department, branch and manager, and KoppelHet creates an incident or change for the right operator group for every new colleague, job change or departure. A new employment record starts an onboarding incident or a change from your template, and an end date an offboarding ticket.
What the integration does
Employers with Sage People for HR and TOPdesk for local IT and facilities only add new colleagues to TOPdesk after an email from the manager. Leavers keep their badge until someone notices.
- HR records a new team member in Sage People, with an employment record and start date.
- KoppelHet fetches the changed team members and employment records of the Dutch entity.
- The person is added in TOPdesk at the office's branch, with department and manager, and an onboarding change starts with the start date.
- If department or manager change, the person in TOPdesk follows.
- One week before the last working day an offboarding ticket arrives for laptop, badge and access; after the last working day KoppelHet archives the person.
- The onboarding incident is in the new colleague's name and goes to the operator group of the branch, with the start date as target date and job, department and manager in the text. If the service desk wants fixed tasks, it becomes a change from a template.
- A new job or department results in a change ticket, so IT adjusts access and equipment.
What to watch for with Sage People and TOPdesk
- The start date is on the employment record in Sage People. A team member without an employment record does not yet lead to an onboarding ticket; that only follows once the employment with its date is recorded.
- If a colleague already working in the United Kingdom gets an employment record with the Dutch entity, that is a new start for TOPdesk. The ticket goes to the Dutch service desk for badge and workplace.
- If a planned end date is removed again in Sage People, the open offboarding ticket in TOPdesk gets an action saying so, so facilities do not collect the badge.
- Sage People stores the person and the employment as two separate records. An end date only changes the employment record, so KoppelHet watches changes in both, so a departure is not missed.
- What the integration may read in Sage People is set in the permission set of a separate API user. Salary and reviews are not in it, so only service desk data leaves the system.
- Sage People is often used for several countries. KoppelHet only includes team members of the Dutch entity, so the Dutch TOPdesk does not get British colleagues.
- An end date is often recorded in advance in Sage People. The offboarding change starts straight away with that date, so facilities can collect the badge on the last working day; archiving only happens the day after.
- A team member can get a new employment record after returning. KoppelHet then restores the archived person in TOPdesk, so earlier tickets stay with the same person.
- If someone spends part of the week at clients or at another location, they still belong to one office in Sage People. That office becomes the branch in TOPdesk, so tickets about badge and workplace reach the right facilities officer.
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
Can we also have tickets created for onboarding and offboarding?
Yes. A new employment record results in an onboarding incident or a change from your template, four weeks before the start date by default, and an end date in an offboarding ticket before the last working day.
When does the service desk see a new colleague?
The same day HR records the team member with employment record, with the start date in the onboarding change.
What do we need to arrange in Sage People?
A separate API user with read rights on the agreed fields, and an app the integration signs in with. Your Salesforce or Sage People administrator does this once.
Who decides what is in the onboarding change?
Your service desk, through a template in TOPdesk. KoppelHet fills it with the person, the branch and the start date.
What about the GDPR?
You are the controller and KoppelHet is the processor, under a data processing agreement. The integration only reads the fields you release, and every action is in the audit logging.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Sage People is read through the Salesforce API with SOQL on fHCM2__Team_Member__c and fHCM2__Employment__c, filtered on the modification date of both objects. Sign-in through an External Client App with OAuth 2.0 client credentials, Run As an API user with a Salesforce Integration licence and a read-only permission set.
- TOPdesk is written through the TOPdesk REST API (Supporting Files for people, departments and branches; Change for changes from a template). employeeNumber up to 20 characters, firstName up to 30, prefixes up to 10, surName up to 50.
- Tickets through the TOPdesk REST API: incidents with POST /tas/api/incidents (callerLookup to the person, briefDescription, request, category, operatorGroup, targetDate and externalNumber), or changes with POST /tas/api/operatorChanges from a template (template and requester). KoppelHet stores per employee which incident or change has already been created, per hire and per end date.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Sage People | Field in TOPdesk | Notes |
|---|---|---|
Employee Number (team member) | employeeNumber | At most 20 characters |
First Name | firstName | |
Last Name | surName en prefixes | Split the prefix |
E-mail (team member) | email | |
Department | department | |
Kantoor of locatie | branch | Through a lookup table |
Job Title | jobTitle | |
Manager (team member) | manager | |
Start Date en End Date (employment) | Onboarding- en offboardingwijziging | |
Indiensttreding, wijziging of vertrek | Melding (incidents) of wijziging uit sjabloon (operatorChanges) | Chosen per event at the start |
Gesynchroniseerde persoon | callerLookup of requester | The ticket is in the employee's name |
Startdatum of einddatum employment record | targetDate en briefDescription | For example Onboarding 01-11-2026: name |
Functie, afdeling en leidinggevende | request (tekst van de melding) | |
Vestiging of afdeling | operatorGroup en category | Operator group per branch |
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