HR to ITSM
Workday to BMC Helix integration: People records from Workday and an incident for every joiner and leaver
With an integration between Workday and BMC Helix ITSM, every worker from Workday is a person in the Helix People form, with company, department, site and job title, and the support group receives an incident in that employee's name for every Hire and Termination. Leavers are set to Obsolete after the last working day, so their tickets are kept and nobody raises new tickets in their name.
What the integration does
Organisations with Workday as HR system and BMC Helix ITSM as service desk often maintain the People form with a periodic import or by hand. New colleagues are then missing as a customer in Helix on their first working day, and leavers stay in it as active people for months.
- HR completes a Hire in Workday, often weeks before the first working day.
- KoppelHet checks whether company, department and site already exist in Helix and creates missing parts first.
- The new employee is added as a person in the People form, with profile status Enabled.
- The support group that arranges laptop and accounts receives an incident with the new employee as customer and the start date in the description.
- On a Termination an offboarding incident follows; after the last working day KoppelHet sets the person to Obsolete.
What to watch for with Workday and BMC Helix ITSM
- BMC offers a template for BMC Helix iPaaS, built on Jitterbit, that creates or updates People records from Workday. It needs a separate licence through BMC. KoppelHet is the alternative when that licence is not there, or when incidents for joiners and leavers are also needed.
- Helix asks for a Client Type on every person. An Office-Based Employee requires a site, a Home-Based Employee a home address. KoppelHet creates workers as office-based with the site of their Workday location, so no private address from Workday ends up in the service desk.
- Changes on the People form flow automatically to the AR System User form, but not the other way round. KoppelHet therefore always writes to CTM:People; a change made only on the User form would be lost in the next run.
- IT employees who handle tickets in Helix are support staff with a support group, login and licence. Those settings do not come from Workday. For them KoppelHet only updates name, job title and department and leaves the support fields alone.
- Deleting a People record in Helix first needs the status Delete and then an administrator with AR System rights. KoppelHet deletes nobody, but sets a leaver to Obsolete after the last working day, the status for records no longer in use but kept for reference.
- People the service desk adds itself often start in Helix as Proposed until an administrator approves them. A worker from Workday has already been recorded by HR. KoppelHet therefore sets them to Enabled straight away, so the service desk can select them as a customer on the first working day.
- A person in Helix belongs to a company, organisation and department, which must exist first. KoppelHet therefore creates a new Workday supervisory organization in Helix before the first employee of that team is written.
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 the integration also create logins for IT staff?
No. Support staff, support groups and licences are managed by your Helix administrator. The integration only provides the person data from Workday.
Can onboarding be a service request instead of an incident?
That is possible if your Helix uses service requests. We start with an incident for the support group; a request through the service catalogue can follow later as an extension.
What happens to a leaver's tickets?
They stay. The person is set to Obsolete and not deleted, so the history can still be found.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Workday through a RaaS report with an Integration System User with read-only rights on worker, organisation and location data, including workers with a future hire date.
- BMC Helix ITSM through the platform REST API (/api/arsys/v1/entry/CTM:People for people; incidents on HPD:IncidentInterface_Create). Sign-in with POST /api/jwt/login; the token is sent as AR-JWT in the Authorization header and according to BMC is valid for one hour. HTTPS only.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Workday | Field in BMC Helix ITSM | Notes |
|---|---|---|
Employee_ID of Contingent_Worker_ID | Corporate ID | Fixed key; contingent workers get a prefix |
Legal_Name (voornaam, achternaam) | First Name en Last Name | |
Werk-e-mail | Internet E-mail | |
Business_Title | Job Title | |
Company | Company | Must exist in Helix before the person is created |
Supervisory_Organization | Organization en Department | |
Location | Site | Required for Client Type Office-Based Employee |
Hire_Date en Termination_Date | Profile Status (Enabled, Obsolete) |
- BMC Helix iPaaS – People records from Workday
- BMC Helix ITSM – Creating and modifying People data
- BMC Helix ITSM – Adding people without using templates
- BMC Helix ITSM – Deleting People records
- BMC Helix ITSM – Overview of the platform REST API
- BMC Helix ITSM – Create an incident entry with the REST API
- Workday Web Services Directory
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