HR to ITSM
Workday Jira Service Management integration: customers, organizations and onboarding requests from Workday
With an integration between Workday and Jira Service Management, every worker from Workday is a customer in the portal and an employee in Assets, and KoppelHet creates a request of the right request type on that worker's behalf for every Hire, Change Job or Termination. The onboarding request holds start date, location and manager, and after the last working day portal access is revoked.
What the integration does
Anyone running HR in Workday and IT in Jira Service Management, with Assets for laptops, often hears through chat or email that someone is starting. On departure the laptop is only requested back when the licence bill arrives.
- KoppelHet reads a Workday report with the workers changed since the previous round, including hires that start later.
- A new worker becomes a portal customer and a member of their team's organization.
- An employee object is created in Assets with location, cost centre, manager and start date, so IT can link a laptop to it before the colleague starts.
- A Change Job moves the customer to the new team's organization on the effective date.
- After the last working day KoppelHet revokes portal access and sets the employee object to left.
- When the start date falls within the agreed lead time, four weeks by default, KoppelHet creates a request of the onboarding request type on behalf of the new customer, with start date, job and manager in the fields.
- A new job or department results in a change request; one week before the last working day an offboarding request arrives for laptop and access.
What to watch for with Workday and Jira Service Management
- Because the employee object in Assets exists before the start, IT can link the reserved laptop to that object straight from the onboarding request.
- A Change Job with a new manager becomes a change request on behalf of the worker, with the new manager in the request, so they decide on extra software or access.
- Employees and contingent workers have their own number ranges in Workday. A different request type can apply per range, so a contractor without a laptop gets a shorter request.
- Supervisory organisations in Workday are often renamed during a reorganisation. KoppelHet stores the Workday ID as a property on the organization in Jira Service Management, visible only through the API, so a renamed organization stays the same and keeps its members and requests.
- Workday has separate number ranges for employees and contingent workers. Both need a laptop and the portal; KoppelHet adds a prefix per range, so an employee and a contractor with the same number remain two objects in Assets.
- A Hire is often completed in Workday weeks before the start. The employee object is then already in Assets with the start date, so IT can reserve a laptop and ship it in time.
- A Termination is often set in Workday before the last working day. KoppelHet keeps portal access up to and including that day and revokes it the day after; the linked hardware is immediately visible in Assets for collection.
- Workday often serves all countries, while this service desk works for part of the organisation. KoppelHet only includes the locations or companies you choose.
- Jira Service Management creates customers from email address and display name, and that name need not be unique. KoppelHet uses the preferred name from Workday for display and the employee number as key in Assets.
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
Can we also have tickets created for onboarding and offboarding?
Yes. By default KoppelHet creates a request of your onboarding request type four weeks before the hire date, on behalf of the new worker, and an offboarding request one week before the last working day. A Change Job results in a change request.
Do employees get a Jira licence with this?
No. Portal customers do not need an agent licence.
Can only the Dutch workers be included?
Yes. We filter on location or company in Workday.
We already have an integration platform. Does this fit alongside it?
Yes. This integration runs on the KoppelHet platform and asks nothing of your existing integration platform. Every action is in the audit logging, so operations and audit know what happened.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Workday is read through a RaaS report with an Integration System User with read-only rights on worker and organisation data, including workers with a Hire that takes effect later.
- Jira Service Management through the REST API under /rest/servicedeskapi/ - POST customer, PUT customer/user/{accountId}/revoke-portal-only-access, organization with users and properties (PUT organization/{organizationId}/property/{propertyKey}). Assets through the import source API (schema-and-mapping, executions, data) with the import:import-configuration:cmdb scope.
- Requests through POST /rest/servicedeskapi/request with serviceDeskId, requestTypeId and requestFieldValues (including summary, start date and custom fields), and raiseOnBehalfOf with the accountId of the customer the integration created. KoppelHet fetches the fields per request type through GET /rest/servicedeskapi/servicedesk/{serviceDeskId}/requesttype/{requestTypeId}/field. A comment on an open request through POST /rest/servicedeskapi/request/{issueIdOrKey}/comment.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Workday | Field in Jira Service Management | Notes |
|---|---|---|
Preferred name en last name | Klant: displayName | |
Work email | Klant: email | |
Supervisory organization | Organisatie, met het Workday-ID als eigenschap | |
Employee_ID of Contingent_Worker_ID | Assets: Medewerkernummer (sleutel) | |
Worker type | Assets: Soort medewerker | |
Location | Assets: Locatie | |
Cost center | Assets: Kostenplaats | |
Manager | Assets: Manager (verwijzing) | |
Hire date en termination date | Assets: start, einde en status | |
Indiensttreding, wijziging of vertrek | requestTypeId | Request type for onboarding, change or offboarding |
Klant die de koppeling aanmaakte | raiseOnBehalfOf (accountId) | The request is in the employee's name |
Hire date of termination date | requestFieldValues: startdatum of laatste werkdag | |
Functie en leidinggevende | requestFieldValues: functie en manager | |
Afdeling of locatie | Servicedesk en queue van het request type |
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