HR to ITSM
Workday to Freshservice integration: onboarding, offboarding and change requests from Workday
With an integration between Workday and Freshservice, every completed hire in Workday creates an onboarding request in Freshservice, every job change a change request for access and workplace, and every departure an offboarding request on the last working day, while requesters in Freshservice stay in line with Workday. Freshworks itself offers a Workday Connector App with recipes for requesters and for onboarding and offboarding requests; KoppelHet comes in when you also want job changes, multiple countries, fixed costs or a link to IAM.
What the integration does
Organisations that run HR in Workday and use Freshservice as their service desk hear about new colleagues through a form from the manager, often only in the week of the start. On a job change old access remains, because nobody submits a request.
- HR completes a Hire in Workday, weeks before the start date.
- KoppelHet creates the requester and submits an onboarding request on behalf of the manager, with start date, job, department and location.
- On a Change Job KoppelHet submits a catalogue service request for the change of access and workplace, with the old and new job.
- On a Termination an offboarding request is created with the last working day, so IT arranges laptop and access on time.
- After the last working day the requester is deactivated; tickets and history are kept.
What to watch for with Workday and Freshservice
- Freshservice's Workday Connector App has recipes for keeping requesters in sync and for onboarding and offboarding requests, also in the direction from Freshservice to Workday. A recipe for a job change is not included by default. KoppelHet submits a service request on a Change Job, so old access does not linger.
- The connector is a Connector App billed per executed task, on top of a Pro or Enterprise plan. Every changed worker counts. KoppelHet charges a fixed monthly amount, regardless of the number of changes.
- According to Freshservice, the connector's real-time trigger fetches a broad set of data; to limit that you have to have a report built in Workday. KoppelHet reads through its own report by default, with only the fields the service desk needs.
- A Hire is often completed in Workday weeks before the start. KoppelHet submits the onboarding request straight away with the start date, so IT orders the laptop in time rather than hearing of the new colleague in the week of the start.
- Workday has separate number ranges for employees and contingent workers. KoppelHet puts a prefix per range in the requester's external ID, so two people with the same number do not merge.
- Workday often serves every country, while this Freshservice environment only serves Europe. KoppelHet only includes the companies or locations that belong to this service desk, and submits requests in the right workspace.
- On departure the requester is deactivated after the last working day, not deleted. Tickets and the link to assets are kept, so IT can see which laptop still has to come back.
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 on a completed Hire, a service request for access and workplace on a Change Job, and an offboarding request on a Termination. Which form fields are filled is recorded per request.
What about audit logging, GDPR and our integration platform?
Every request and every requester change is in the audit logging of the KoppelHet platform. You are the controller and KoppelHet is the processor, under a data processing agreement; only the fields in the design go to Freshservice. Workday Integration Cloud 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.
- The Freshservice Workday Connector App (Pro and Enterprise, Connector Apps with task-based pricing) uses the triggers New or updated business object for Workers and Contingent Workers, or Scheduled report fetch, with an ISU with the Worker Job Data and Worker Contact Data domains. Recipes Freshservice User Sync, Journey Request Onboarding and Offboarding (both directions) and a Workday widget.
- KoppelHet reads Workday through a RaaS report with a read-only Integration System User, on completed business processes Hire, Change Job and Termination, including workers with a Hire that takes effect later.
- Freshservice is written through the Freshservice API v2. Requesters (create, update, deactivate, with external_id), Employee Onboarding and Offboarding or Journeys (Create a Journey Request) for joiners and leavers, and Service Catalog POST /api/v2/service_catalog/items/{id}/place_request with requested_for for the change request on a job change. Rate limits per minute per plan.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Workday | Field in Freshservice | Notes |
|---|---|---|
Employee_ID of Contingent_Worker_ID | requester.external_id | With a prefix per number range |
Preferred name | requester.first_name en last_name | |
Work email | requester.primary_email | |
Supervisory organization | requester.department_ids | |
Location | requester.location_id | |
Manager | requester.reporting_manager_id en initiator van het verzoek | |
Hire (datum, functie, afdeling) | Onboardingverzoek (formuliervelden) | |
Change Job (oude en nieuwe functie, ingangsdatum) | Serviceverzoek via place_request | |
Termination (laatste werkdag) | Offboardingverzoek | |
Termination na de laatste werkdag | requester deactiveren |
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