HR to ITSM
UKG Pro to Jira Service Management integration: customers, organisations and requests on hire and termination
With an integration between UKG Pro and Jira Service Management, every employee from UKG Pro becomes a customer in the service desk, in their company's organisation, and a hire or termination in UKG Pro sets up a request on behalf of the manager. KoppelHet reads the UKG Pro changes service and writes through the Jira Service Management REST API.
What the integration does
Organisations with UKG Pro as HR system and Jira Service Management as IT service desk often only admit new colleagues as customers once they submit a request themselves. Onboarding starts with a request from the manager, who retypes the data from UKG Pro, and after a termination the former employee keeps access to the portal.
- KoppelHet asks UKG Pro for the employees changed since the previous run and compares each record with the previous state.
- A new employee with a work email becomes a customer and member of their company's organisation.
- The onboarding request is raised on behalf of the manager, with start date, job title and location.
- A transfer to another company moves the customer to the new organisation.
- A termination produces an offboarding request with the terminationDate; after that the customer is removed from the organisation.
What to watch for with UKG Pro and Jira Service Management
- KoppelHet reads UKG Pro with a service account that only has the View role on EmployeeExport, and uses the regular Jira Service Management REST API.
- A customer in Jira Service Management only has name, email address and accountId. KoppelHet stores the accountId with every UKG employeeId, so the next change from UKG Pro affects the same customer, even if the work email changes.
- Creating a customer requires the global Jira administrator permission, while managing organisations and raising requests can be done with agent rights. KoppelHet therefore works with two accounts, so the account that raises requests every three hours is not an administrator.
- Every employee belongs to a company in UKG Pro. Each company becomes an organisation in Jira Service Management, so agents see which employer a request belongs to and reports per company are correct.
- UKG Pro supplies the supervisorId for every employee. KoppelHet looks up that manager's accountId and raises the onboarding request on their behalf, because the new colleague often has no work email yet to be a customer.
- On a rehire the employee gets a new dateOfLastHire in UKG Pro. KoppelHet then uses the existing accountId from the link table and raises a new onboarding request, so no second customer is created.
- A termination is in UKG Pro with a terminationDate, often ahead. The offboarding request comes at the next run; revoking portal access through the API is only possible with site administrator rights, so it is a task in the request.
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
Why not more often than every three hours?
UKG Pro does not allow the changes service more often. For hires, usually recorded weeks ahead, that is well in time.
Does pay data go to Jira?
No. The UKG response also contains pay fields; KoppelHet leaves them out.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- UKG Pro through GET /personnel/v1/employee-changes (startDate, endDate, page, per_page; at least three hours between calls) with US-CUSTOMER-API-KEY and basic authentication of a service account with the View role on EmployeeExport. Fields include employeeId, companyId, supervisorId, emailAddress, jobCode, workLocation, hireDate, dateOfLastHire and terminationDate.
- Jira Service Management through the REST API. POST /rest/servicedeskapi/customer (displayName, email, fullName; Jira administrator), organisations through /rest/servicedeskapi/organization and /organization/{organizationId}/user with accountIds, requests through POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf. PUT /customer/user/{accountId}/revoke-portal-only-access requires site administration.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in UKG Pro | Field in Jira Service Management | Notes |
|---|---|---|
employeeId | Koppeltabel met accountId | A customer has no employee number |
firstName, lastName | displayName en fullName | |
emailAddress | email | |
companyId | Organisatie | |
supervisorId | raiseOnBehalfOf (accountId van de leidinggevende) | |
jobCode, workLocation, hireDate | requestFieldValues van het onboardingverzoek | |
terminationDate | requestFieldValues van het offboardingverzoek |
Related
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UKG Pro → Active Directory
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UKG Pro → ADP iHCM
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