HR to ITSM
SuccessFactors to ServiceNow integration: onboarding, offboarding and change requests from Employee Central
With an integration between SAP SuccessFactors and ServiceNow, every new employee in Employee Central creates an onboarding request in the ServiceNow catalogue, every transfer or job change a change request and every departure an offboarding request on the last working day, while users, departments and managers in ServiceNow stay in line with SuccessFactors.
What the integration does
Organisations with SAP SuccessFactors Employee Central and ServiceNow ITSM register new colleagues with the service desk by email. A transfer between locations produces no request, so access and workplace lag behind.
- HR records a new employee in Employee Central, with a start date that may be weeks ahead.
- KoppelHet updates department, location and user in ServiceNow and orders the onboarding catalogue item on behalf of the manager.
- ServiceNow creates the request with the tasks for laptop, accounts and access, following your own workflow.
- On a transfer or job change KoppelHet orders the change catalogue item, with old and new job and site.
- On a departure an offboarding request is created with the last working day; after that day the user becomes inactive.
What to watch for with SAP SuccessFactors and ServiceNow
- KoppelHet orders the onboarding, change or offboarding item from your own catalogue. Tasks, approvals and groups in ServiceNow thus stay in your workflow, and the service desk sees an ordinary request with the SuccessFactors data as variables.
- For a new hire with a future start date SuccessFactors shows today's data by default. KoppelHet requests the data as it applies on the start date, so the onboarding request has the right department and site and IT prepares the workplace at the right location.
- A transfer in SuccessFactors is a new job record with an effective date. KoppelHet compares it with the previous record and only orders a change request when job, department or site really changes, not on a salary change.
- Many ServiceNow environments already take users from Active Directory. KoppelHet updates those existing users on employee number instead of creating a second user, and adds department, company and manager.
- If someone has two concurrent employments, KoppelHet only creates an offboarding request when the last employment ends. When one employment ends, a change request is created.
- A user sent through POST /now/import/{stagingTableName} is transformed straight away in ServiceNow, and the response gives the table and the sys_id of the record. With insertMultiple that is asynchronous by default. KoppelHet therefore sends a new employee from SuccessFactors on its own, so the sys_id is known before the onboarding request is ordered with requested_for.
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
Which requests does the integration create?
An onboarding request for a new hire, a change request on a transfer or job change, and an offboarding request on a departure. They are items from your own catalogue, so tasks and approvals follow your workflow.
What about audit logging, GDPR and our integration platform?
Every request and every user change is in the audit logging of the KoppelHet platform. You are the controller and KoppelHet is the processor, under a data processing agreement; salary and personal data from SuccessFactors do not go to ServiceNow. SAP Integration Suite or another integration platform is left alone.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- KoppelHet reads Employee Central through the OData API with OAuth 2.0, on lastModifiedDateTime per entity (PerPerson, PerPersonal, EmpEmployment, EmpJob, PerEmail) and with asOfDate on the start date.
- ServiceNow is written through the Service Catalog API (POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with variables and requested_for) for onboarding, change and offboarding, and through the Import Set API with transform maps and coalesce on employee_number for cmn_department, cmn_location and sys_user. Without a catalogue item a request can also be an sc_task or incident through the Table API. Integration user with only the roles for these tables and items.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in SAP SuccessFactors | Field in ServiceNow | Notes |
|---|---|---|
PerPerson.personIdExternal | sys_user.employee_number | Key for updates (coalesce) |
PerPersonal.firstName en lastName | sys_user.first_name en last_name | |
PerEmail (zakelijk) | sys_user.email | |
EmpJob.department | sys_user.department (cmn_department) | |
EmpJob.location | sys_user.location (cmn_location) | |
EmpJob.company | sys_user.company | |
EmpJob.managerId | sys_user.manager | |
Nieuwe medewerker met startdatum | Catalogus-item onboarding (order_now, variabelen) | |
Nieuwe EmpJob-regel met andere functie of locatie | Catalogus-item wijziging (order_now) | |
EmpEmployment.endDate | Catalogus-item offboarding en sys_user.active = false |
Related
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Bullhorn to SAP SuccessFactors integration: placements as employees or contingent workers in Employee Central
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Carerix to SAP SuccessFactors integration: successful placement as a new employee in Employee Central
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Greenhouse to SAP SuccessFactors integration: a hire as a new employee in Employee Central