HR to ITSM
SAP SuccessFactors to SysAid integration: end users from Employee Central and a service request for joiners and leavers
With an integration between SAP SuccessFactors and SysAid, every employee from Employee Central is an end user in SysAid, with department, location, job title and manager, and KoppelHet creates a service request from your SysAid template for every hire or departure. Leavers are disabled, not deleted, so their tickets and assets stay linked to the same user.
What the integration does
Organisations with SuccessFactors Employee Central and SysAid as service desk often add new employees to SysAid by hand, or wait until they arrive through Active Directory. A service request for laptop and accounts can then only be created once the colleague is already there, and the due date does not match the start date in SuccessFactors.
- At the start we link the departments and locations from SuccessFactors to the existing lists in SysAid, and pick a template per event.
- HR records a hire in Employee Central; thanks to a date range far ahead KoppelHet sees it straight away.
- First the manager is added to SysAid if not there yet, then the new employee, without a password email.
- KoppelHet creates the onboarding request from the template, with the start date as the due date.
- A termination produces an offboarding request; after the end date KoppelHet disables the end user.
What to watch for with SAP SuccessFactors and SysAid
- SysAid has no field on an end user for a number from another system. KoppelHet keeps track itself of which SysAid ID belongs to which SuccessFactors person number. A second employment or a new email address after a name change therefore does not produce a second end user.
- Department and location in SysAid are numbers from a list the admin maintains, and the API documentation names no way to create them. When a new department or location appears in SuccessFactors, the SysAid admin gets a notice before the first employee there is written.
- Through OData SuccessFactors shows today's state by default, so a hire starting next month stays invisible. KoppelHet reads with a date range far ahead and already creates the end user then. We switch off SysAid's password email, so a new colleague does not receive it before having a work address.
- In SuccessFactors the manager is stored with their user number, in SysAid the manager refers to the ID of an existing end user. KoppelHet looks the manager up first and creates them if missing, so a manager who starts together with their team is not left empty.
- According to SysAid, a disabled user is still listed in the system but no longer has access. KoppelHet disables leavers after the end date. If someone returns, SuccessFactors only shows the most recent termination; KoppelHet then enables the same end user again.
- A service request in SysAid can come from a template and get a due date. KoppelHet picks the template based on the event reason in Employee Central, so a hire, a transfer and a departure each produce their own request with the right tasks.
- SAP is ending sign-in to the SuccessFactors APIs with username and password, so KoppelHet reads Employee Central with OAuth. On the SysAid side KoppelHet works with its own application key, created with a SysAid account and not with SSO credentials.
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
What if we already load users into SysAid from Active Directory?
Then on the first run KoppelHet looks up the existing end users by user name and enriches them, instead of creating new ones.
Do external workers also get a request?
Only if you want that. By default we include employees from Employee Central; external workers can be added later.
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, User, EmpEmployment and EmpJob with fromDate and toDate for future records; FODepartment and FOLocation; EmpEmploymentTermination for terminations.
- SysAid through the REST API at https://{account}.sysaidit.com/connect/v1. POST /end-users with userName and firstName (required, firstName and lastName at most 64 characters), userEmail, jobTitle, departmentId, locationId, managerId and isDisabled, with the query parameter sendPasswordNotification set to false. Service requests through POST /service-records with type request, templateId, requestUser and dueDate. Authentication with client credentials from an application key.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in SAP SuccessFactors | Field in SysAid | Notes |
|---|---|---|
PerPerson.personIdExternal | Koppeltabel in KoppelHet | SysAid has no field for an external number |
User.username of zakelijk e-mailadres | userName | |
PerPersonal (voornaam, achternaam) | firstName en lastName | At most 64 characters |
PerEmail (zakelijk) | userEmail | |
EmpJob.jobTitle | jobTitle | |
EmpJob.department (FODepartment) | departmentId | Through a table to an existing department |
EmpJob.location (FOLocation) | locationId | |
EmpJob.managerId | managerId |
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