HR to ITSM
SAP SuccessFactors to BMC Helix integration: People records from Employee Central and an incident for joiners and leavers
With an integration between SAP SuccessFactors and BMC Helix ITSM, every employee from Employee Central is a People record in Helix, under the right company, organisation and department, and KoppelHet creates an incident for the support group for every hire or departure. A hire with a start date far ahead is thus already in Helix before the employee starts.
What the integration does
Organisations with SuccessFactors Employee Central and BMC Helix ITSM as service desk often maintain the People records in Helix by hand or with a periodic file. A new colleague then only exists in Helix once they have started, and the support group hears about a departure through an email from the manager.
- At the start we map legal entities, divisions and departments from SuccessFactors to company, organisation and department in Helix, and locations to sites.
- HR records a hire in Employee Central, with a start date in the future.
- KoppelHet reads Employee Central with a date range far ahead and sees the hire straight away.
- If the department is not yet in Helix, KoppelHet creates it first; then the People record is set to Enabled.
- The onboarding incident goes to the support group, with the new employee as the customer.
- A termination produces an offboarding incident; after the end date the People record goes to Obsolete.
What to watch for with SAP SuccessFactors and BMC Helix ITSM
- BMC has a ready-made template that creates People records for Workday and Salesforce, but not for SuccessFactors. For SuccessFactors BMC Helix iPaaS offers a generic connector and a template that shows employee data in a Business Workflows case. KoppelHet delivers the People records and incidents without an iPaaS licence.
- Employee Central has three layers in the organisation, legal entity, division and department, and BMC Helix also has three, company, organisation and department. KoppelHet maps those layers one to one, so support groups and permissions set up per company in Helix fall into place by themselves.
- Through OData SuccessFactors only shows what applies today by default. A hire starting next month would only become visible on the start date. KoppelHet requests the job records with a date range far ahead, so the People record and the onboarding incident are there well before the first working day.
- A new person in Helix needs a site if they work in an office. SuccessFactors locations have an address and therefore fit sites. KoppelHet creates everyone as office-based with the site of their location, so no home address from Employee Central reaches Helix.
- After a rehire SuccessFactors only shows the most recent termination. KoppelHet remembers which People record belongs to which person, and sets a returning colleague from Obsolete back to Enabled instead of creating a second record, which in Helix only an administrator can delete again.
- The token for the BMC Helix REST API is valid for one hour. The nightly comparison of all Employee Central employees with CTM:People can take longer; KoppelHet requests a new token in between and logs out afterwards.
- SAP is ending sign-in to the SuccessFactors APIs with username and password. KoppelHet reads Employee Central with OAuth and a role with read-only rights on person, job and organisation data; salary and nationality fall outside that role.
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 onboarding also be a work order or service request?
That can be added later. We start with one incident per event, because that interface form exists in every Helix environment.
What if a start date moves?
Then KoppelHet sees the changed job record and adds a work info entry with the new date to the open incident.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- SuccessFactors Employee Central through the OData API (v2) with OAuth 2.0 (SAML bearer assertion) and a read-only role. PerPerson, PerPersonal, PerEmail, EmpEmployment and EmpJob with fromDate and toDate for future records; FOCompany, FODivision, FODepartment and FOLocation; EmpEmploymentTermination for terminations.
- BMC Helix ITSM through the platform REST API: POST /api/jwt/login returns a token valid for one hour (header Authorization: AR-JWT), POST /api/jwt/logout afterwards. People through POST and PUT on /api/arsys/v1/entry/CTM:People; incidents through POST /api/arsys/v1/entry/HPD:IncidentInterface_Create with First_Name, Last_Name, Corporate_ID, Status, Service_Type, Impact, Urgency, Reported_Source, Description and Assigned_Group.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in SAP SuccessFactors | Field in BMC Helix ITSM | Notes |
|---|---|---|
PerPerson.personIdExternal | Corporate ID | One People record per person, also with two employments |
PerPersonal (voornaam, achternaam) | First Name en Last Name | |
PerEmail (zakelijk) | Internet E-mail | |
EmpJob.company (FOCompany) | Company | |
EmpJob.division (FODivision) | Organization | |
EmpJob.department (FODepartment) | Department | |
EmpJob.location (FOLocation) | Site | Required for an office-based person |
EmpJob.jobTitle | Job Title |
- BMC Helix iPaaS – SAP SuccessFactors connector
- BMC Helix iPaaS – Manage employee data in SAP SuccessFactors from Business Workflows
- BMC Helix iPaaS – People records from Workday
- BMC Helix ITSM – Creating and modifying People data
- BMC Helix – Access and authentication for the REST API
- BMC Helix ITSM – HPD_IncidentInterface_Create_WS
- SAP KBA 2920680 – OData: alle historische en toekomstige records
- SAP KBA 3153070 – EmpEmploymentTermination na herindiensttreding
- SAP – Planned retirement of HTTP Basic Authentication
Related
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Carerix to SAP SuccessFactors integration: successful placement as a new employee in Employee Central
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