HR to ITSM
YouServe to Jira Service Management integration: customers and joiner and leaver requests from Visma YouServe
With an integration between Visma YouServe and Jira Service Management, every employee from YouServe is a customer in the portal, in their department's organization, and KoppelHet creates a request of the right request type for every new colleague, job change or departure, on that employee's behalf. Because YouServe does not report changes itself, KoppelHet compares each round with the previous state and creates the request as soon as a start or end date falls within the agreed lead time.
What the integration does
Organisations that have personnel administration and payroll handled through Visma YouServe and run IT in Jira Service Management request laptops and access through a form where the manager fills in everything. Anyone who leaves keeps portal access until someone notices.
- HR enters the new employee in YouServe, with organisational unit, job profile and the required equipment in extra fields.
- At the next comparison KoppelHet sees the new employee and creates the customer in the organization of their unit.
- If the start date falls within four weeks, an onboarding request is raised on behalf of the new employee, with job profile, department, manager and equipment in the fields.
- A new job profile or a different unit results in a change request.
- One week before the end date an offboarding request arrives; after that date KoppelHet revokes portal access.
What to watch for with Visma YouServe and Jira Service Management
- YouServe provides the current state and no notification on a change. KoppelHet keeps what it saw last time; a job change only becomes a change request when the job profile really differs, not when HR merely corrects a typo.
- YouServe attaches the manager to the organisational unit, not to the employee. KoppelHet puts the unit's manager in the request, so an approval in the request type reaches that unit's manager.
- Job profiles in YouServe say a lot about what someone needs, such as a driver with only a phone or a planner with a laptop. KoppelHet picks the request type per job profile, so the request has the right questions straight away.
- HR can keep extra fields in YouServe for laptop, phone or account. A request type in Jira Service Management has its own fields; KoppelHet fills them with the choices from YouServe, so the manager does not enter anything again.
- When a new employment directly follows the previous one, for example after a temporary contract, the customer stays active and no offboarding request is created. The service desk then does not collect a laptop from someone who is staying.
- On departure KoppelHet only revokes portal access and does not delete the customer. Earlier requests from the person who left stay findable for IT.
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
YouServe continues as Youforce. Will this integration keep working?
The Jira Service Management side does not change. On the YouServe side we adapt the integration when the API is switched; that is part of our support.
Can employees also go into Assets?
That can be added later as an extension. We start with customers, organizations and requests.
Do existing employees get an onboarding request at go-live?
No. The first round only creates customers and memberships; requests only follow for changes after that.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- YouServe is read through the YouServe IAM API (employees, organizationunits and jobprofiles; manager per organisational unit), compared with the previous state. Read-only.
- Jira Service Management through /rest/servicedeskapi/ - POST customer, POST organization/{organizationId}/user, PUT customer/user/{accountId}/revoke-portal-only-access, and requests with POST /rest/servicedeskapi/request (serviceDeskId, requestTypeId, requestFieldValues and raiseOnBehalfOf). The fields per request type through GET servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Visma YouServe | Field in Jira Service Management | Notes |
|---|---|---|
Personeelsnummer | Sleutel in KoppelHet | Linked to the customer's accountId |
Naam | Klant: displayName | |
E-mail werk | Klant: email | |
Organisatie-eenheid | Organisatie (lidmaatschap) | |
Functieprofiel | requestTypeId en requestFieldValues: functie | Per job profile a request type or a fixed set of fields |
Manager van de organisatie-eenheid | requestFieldValues: manager | |
Extra velden (laptop, telefoon, account) | requestFieldValues: middelen | |
Datum in dienst en datum uit dienst | requestFieldValues: startdatum of laatste werkdag |
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