HR to ITSM
Workday to ManageEngine ServiceDesk Plus integration: workers as requesters and requests on joining and leaving
With an integration between Workday and ManageEngine ServiceDesk Plus, every worker from Workday becomes a requester in ServiceDesk Plus, with site, department, job title and manager, and a Hire or Termination automatically creates a request from your own template. Managers from Workday get the right in ServiceDesk Plus to approve their team's service requests.
What the integration does
Organisations with Workday as their HR system and ManageEngine ServiceDesk Plus as the service desk often take requesters from Active Directory, without manager or start date, and onboarding only starts when HR raises a ticket.
- KoppelHet reads Workday through a RaaS report with workers, organisations and locations, including those with a future hire date.
- After a completed Hire KoppelHet creates the requester in ServiceDesk Plus, with site, department, job title and manager.
- KoppelHet then creates an onboarding request with the new employee as requester, your template and the hire date as the due date.
- On a Job Change KoppelHet updates the requester on the effective date.
- On a Termination KoppelHet creates an offboarding request for the last day of work, with a task to close the requester.
What to watch for with Workday and ManageEngine ServiceDesk Plus
- In ServiceDesk Plus a department always sits under a site. Workday organisations often span countries, so KoppelHet takes the site from the worker's location and puts the supervisory organization beneath it as a department. A team with people in two countries thus sits under both sites.
- Whoever is manager of a supervisory organization in Workday gets the service request approver flag in ServiceDesk Plus. If the manager changes in Workday, the flag moves along, so an onboarding request does not get stuck with a manager who has left.
- A user's status is read-only in the ServiceDesk Plus API. After a Termination in Workday KoppelHet therefore cannot disable the requester itself; the offboarding request gets a task to do so in ServiceDesk Plus.
- ServiceDesk Plus Cloud runs in several data centres, each with its own address. For European Workday customers the service desk is often in the EU data centre; KoppelHet uses the address ServiceDesk Plus returns with the token, so data does not travel through another data centre.
- A manager in ServiceDesk Plus refers to an existing user. If a new employee arrives with a manager who is not yet a requester, for example because they start at the same time, KoppelHet creates the manager first.
- Workday often records a Job Change weeks in advance. KoppelHet only changes the department and manager in ServiceDesk Plus on the effective date, so approvals stay with the current manager until that day.
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 this also work with ServiceDesk Plus on premises?
Yes. The on-premises version has a different address and a technician key instead of OAuth; the fields are largely the same.
Does compensation data go to ServiceDesk Plus?
No. The Workday report only contains name, job title, organisation, location, manager and dates.
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 (JSON) with an Integration System User with read-only rights on worker, organisation and location data, including workers with a future hire date.
- ServiceDesk Plus Cloud through OAuth 2.0 from Zoho Accounts, with the base URL from api_domain (EU: sdpondemand.manageengine.eu); on premises through /api/v3/users with a technician key. User fields employee_id (unique), name, email_id, jobtitle, department, site, reporting_to and service_request_approver; status is read-only. Lists with list_info (row_count, start_index, has_more_rows).
- Requests through POST /api/v3/requests with input_data: subject, requester (email_id), template, site, group and due_by_time in milliseconds since 1970.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Workday | Field in ManageEngine ServiceDesk Plus | Notes |
|---|---|---|
Employee_ID | employee_id | Unique per requester |
Preferred name | name | |
Work email | email_id | |
Business title | jobtitle | |
Location | site | |
Supervisory organization | department | Department under the site |
Manager | reporting_to | |
Manager van een supervisory organization | service_request_approver = true |
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