HR to ITSM
SuccessFactors Jira Service Management integration: portal customers, Assets and onboarding requests from Employee Central
With an integration between SAP SuccessFactors and Jira Service Management, every employee from Employee Central is a customer in the portal and an employee in Assets, and KoppelHet creates a request of the right request type on that employee's behalf for every hire, transfer or termination. After the last working day the integration revokes portal access, and IT sees in Assets which hardware has to come back.
What the integration does
Organisations with SuccessFactors Employee Central for HR and Jira Service Management with Assets for IT often register new colleagues through a form. After a reorganisation the organisations in the portal no longer match SuccessFactors.
- KoppelHet reads the employees changed since the previous round in Employee Central, for the Dutch companies.
- A new employee becomes a portal customer and a member of their department's organisation.
- In Assets an employee object appears with location, department, manager and start date.
- A transfer moves the customer to the new department's organisation on the effective date.
- After the last working day KoppelHet revokes portal access and sets the employee object to out of service.
- When the start date falls within the agreed lead time, four weeks by default, KoppelHet creates a request of the onboarding request type on behalf of the new customer, with start date, job and manager in the fields.
- A new job or department results in a change request; one week before the last working day an offboarding request arrives for laptop and access.
What to watch for with SAP SuccessFactors and Jira Service Management
- An EmpJob row for a hire with a startDate six weeks out is already in what KoppelHet fetches. The customer then already exists, and the onboarding request follows four weeks before that startDate on their behalf.
- The manager from managerId goes into the request's manager field. If the request type has a manager approval, it reaches the right person.
- A transfer to a company in another country is a departure for this service desk. An offboarding request follows for laptop and access, and if the other country is connected too, an onboarding request there.
- Employee Central stores job data as history with effective dates. KoppelHet takes the row valid today, so a transfer from next month does not move the customer to another organisation too early.
- Departments in SuccessFactors often get a new name in a reorganisation, but keep their code. KoppelHet stores that code as a property on the organisation in Jira Service Management, so a renamed department keeps its members and requests.
- SuccessFactors has a number per person and per employment. In Assets KoppelHet uses the person number, so an employee with a second employment does not get a second object and keeps their laptop.
- The manager is stored in SuccessFactors as a user number, not a person number. KoppelHet looks up the matching person, so the manager reference in Assets points to the right object.
- Employee Central holds companies in every country of the group. Only the Dutch companies go to this service desk, so the portal gets no customers who will never ask anything.
- Jira Service Management normally only creates a customer on the first email or portal visit. KoppelHet creates new employees in advance, so IT can link a laptop to the employee object before the first working day.
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. By default KoppelHet creates a request of your onboarding request type four weeks before the startDate, on behalf of the new employee, and an offboarding request one week before the last working day. A transfer results in a change request.
What happens in a reorganisation?
Departments with a new name remain the same organisation in Jira Service Management, because KoppelHet uses the SuccessFactors code. New departments become new organisations.
Does the integration see salaries in SuccessFactors?
No. The integration only reads person, job and organisation data, with an API user without access to compensation.
What happens to a leaver's hardware?
The employee object in Assets is set to out of service, with laptop, phone and badge attached. IT thus sees what needs to come back.
We already have an integration platform. Does this fit alongside it?
Yes. This integration runs on the KoppelHet platform and asks nothing of your existing integration platform. Every action is in the audit logging, so operations and audit know what happened.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- SuccessFactors Employee Central is read through the OData API on lastModifiedDateTime, with OAuth and read-only rights. Entities PerPerson (personIdExternal), PerPersonal, PerEmail, EmpEmployment and EmpJob (effective-dated with startDate and seqNumber; department, location, costCenter, company, managerId as userId), plus FODepartment and FOLocation.
- Jira Service Management through the REST API under /rest/servicedeskapi/ - POST customer, PUT customer/user/{accountId}/revoke-portal-only-access, organization with users and properties (PUT organization/{organizationId}/property/{propertyKey}). Assets through the import source API with the scope import:import-configuration:cmdb.
- Requests through POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId and requestFieldValues (including summary, start date and custom fields), and raiseOnBehalfOf with the accountId of the customer the integration created. KoppelHet fetches the fields per request type through GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field. A comment on an open request through POST /rest/servicedeskapi/request/{issueIdOrKey}/comment.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in SAP SuccessFactors | Field in Jira Service Management | Notes |
|---|---|---|
personIdExternal | Assets: medewerkernummer (sleutel) | |
Voornaam en achternaam (PerPersonal) | Klant: displayName | |
Zakelijk e-mailadres (PerEmail) | Klant: email | |
department (EmpJob) | Organisatie, met de SuccessFactors-code als eigenschap | |
location (EmpJob) | Assets: locatie | |
costCenter (EmpJob) | Assets: kostenplaats | |
managerId (EmpJob) | Assets: manager (verwijzing) | |
company (EmpJob) | Assets: bedrijf | |
Startdatum en einddatum dienstverband | Assets: start, einde en status | |
Indiensttreding, wijziging of vertrek | requestTypeId | Request type for onboarding, change or offboarding |
Klant die de koppeling aanmaakte | raiseOnBehalfOf (accountId) | The request is in the employee's name |
startDate van de EmpJob-regel | requestFieldValues: startdatum of laatste werkdag | |
Functie en leidinggevende | requestFieldValues: functie en manager | |
Afdeling of locatie | Servicedesk en queue van het request type |
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