HR to ITSM
SAP SuccessFactors to ManageEngine ServiceDesk Plus integration: requesters, approvers and requests from Employee Central
With an integration between SAP SuccessFactors and ManageEngine ServiceDesk Plus, every employee from Employee Central is a user in ServiceDesk Plus, with department, job title and manager, and every SuccessFactors manager may approve service requests from their team. A hire or departure creates a request from your template, with the start date or last working day as deadline.
What the integration does
Organisations with SuccessFactors Employee Central and ServiceDesk Plus often maintain requesters through an import or through Active Directory. Who may approve a service request is set by hand, so after a reorganisation requests get stuck with a manager who no longer has a team.
- HR records a hire in Employee Central, with a start date in the future.
- KoppelHet first creates the manager if they are not yet a user, and then the new employee.
- A request from the onboarding template goes to the right group, with the start date as deadline.
- If someone becomes a manager in SuccessFactors, they get the right to approve service requests in ServiceDesk Plus.
- A termination produces an offboarding request with a task to disable the user in ServiceDesk Plus.
What to watch for with SAP SuccessFactors and ManageEngine ServiceDesk Plus
- ManageEngine has a SuccessFactors integration in ADManager Plus, for Active Directory, but not in ServiceDesk Plus. KoppelHet delivers the Employee Central data directly through the ServiceDesk Plus v3 API.
- A user's employee ID must be unique in ServiceDesk Plus. KoppelHet uses the SuccessFactors person ID, not the user ID, so someone with a second employment in another country stays one requester.
- A user's status can only be read in the ServiceDesk Plus API. After a termination in SuccessFactors the offboarding request therefore gets a task to disable the user, instead of the integration silently attempting it.
- In SuccessFactors every job record states who the manager is. KoppelHet gives the right to approve service requests to everyone who has at least one employee in Employee Central, and removes it when the team is empty.
- SuccessFactors delivers dates through OData v2 as milliseconds since 1970, and ServiceDesk Plus also expects a request's deadline in milliseconds. KoppelHet converts the start date to the start of the working day in the service desk's time zone, so the deadline does not fall on the evening before.
- If a new employee does not show up, SuccessFactors returns no job record with that termination. KoppelHet reads the job record separately and closes the onboarding request with a note, so no laptop is prepared for someone who is not coming.
- ServiceDesk Plus Cloud runs in several data centres, each with its own address. KoppelHet uses the address that comes with the token, so data from a European SuccessFactors environment stays in the EU data centre.
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 ServiceDesk Plus Cloud and on premise?
Yes. The v3 API is the same; only sign-in differs. Cloud uses OAuth through Zoho, on premise a technician key.
We already use ADManager Plus with SuccessFactors. Is this needed then?
ADManager Plus manages accounts in Active Directory. Requesters, approvers and requests in ServiceDesk Plus do not come from it; that is what this integration is for.
Do we need SAP Integration Suite?
No. KoppelHet reads directly from the SuccessFactors OData API.
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, EmpEmploymentTermination with jobInfoNav, or EmpJob directly for a no-show.
- ServiceDesk Plus through the v3 API (/api/v3/users and /api/v3/requests). User fields employee_id (unique), first_name, last_name, email_id, login_name, jobtitle, department, reporting_to and service_request_approver; status is read-only. Cloud with OAuth 2.0 through Zoho Accounts and the base URL from api_domain; requests with input_data, template and due_by_time in milliseconds.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in SAP SuccessFactors | Field in ManageEngine ServiceDesk Plus | Notes |
|---|---|---|
PerPerson.personIdExternal | employee_id | Unique in ServiceDesk Plus |
PerPersonal (voornaam, achternaam) | first_name en last_name | |
PerEmail (zakelijk) | email_id en login_name | |
EmpJob.jobTitle | jobtitle | |
EmpJob.department (FODepartment) | department | |
EmpJob.managerId | reporting_to | Refers to an existing user |
Is manager van iemand in EmpJob | service_request_approver | |
EmpJob.startDate bij een aanname | due_by_time van het request | In milliseconds since 1970 |
Related
Ashby → SAP SuccessFactors
Ashby to SAP SuccessFactors integration: hire as a new employee in Employee Central
Bullhorn → SAP SuccessFactors
Bullhorn to SAP SuccessFactors integration: placements as employees or contingent workers in Employee Central
Carerix → SAP SuccessFactors
Carerix to SAP SuccessFactors integration: successful placement as a new employee in Employee Central
Greenhouse → SAP SuccessFactors
Greenhouse to SAP SuccessFactors integration: a hire as a new employee in Employee Central