HR to ITSM
Workday to SysAid integration: end users from Workday and a request for every new colleague and leaver
With an integration between Workday and SysAid, every worker from Workday becomes an end user in SysAid, with department, location, job title and manager, and a Hire or Termination sets up a service request from your SysAid template. A leaver is disabled after the last working day, not deleted, so their earlier tickets stay with the right person.
What the integration does
Organisations that manage employees in Workday and use SysAid as IT service desk add new colleagues to SysAid by hand or through an import file. A hire then reaches IT by email, and leavers keep access to the self-service portal until someone disables them.
- HR completes a Hire in Workday, often weeks before the start date.
- KoppelHet first creates the manager if they are not yet a user, and then the new employee as end user, without a password email.
- The onboarding template produces a request with the start date as due date, requested by the manager.
- A Change Job updates department, location and manager on the effective date.
- A Termination produces an offboarding request; after the last working day the end user is disabled.
What to watch for with Workday and SysAid
- SysAid has no field on an end user for a number from another system. KoppelHet keeps track itself of which SysAid ID belongs to which Workday Employee_ID, so a new email address after a name change does not create a second end user.
- Department and location in SysAid refer to a number from an existing list, and the API documentation mentions no way to create departments or locations. KoppelHet therefore reports a new Workday supervisory organization to the SysAid administrator before employees of that team are written.
- Workday often records a Hire weeks in advance. SysAid can send a new end user a password email; KoppelHet switches it off, so a new colleague gets no email from the service desk before they have a work address they can read.
- A manager in SysAid refers to the ID of an existing user. If a manager starts at the same time as their team, KoppelHet creates the manager first and then the team members.
- A disabled user is still listed in SysAid, but no longer has access. KoppelHet disables leavers instead of deleting them, so tickets and assets stay linked to the same person.
- Workday distinguishes employees and contingent workers. KoppelHet puts contingent workers in their own SysAid group, so the service desk can apply different rules to them, such as shorter access.
- A service request in SysAid can come from a template and have a due date. KoppelHet uses the onboarding template you choose per country, with the Workday start date as due date, so IT sees which laptop must be ready first.
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
Are agents also updated from Workday?
Name, job title and department, yes. Whether someone is an agent and which rights they have stays in SysAid.
What if a department does not yet exist in SysAid?
KoppelHet then reports it to your SysAid administrator. The employee is added as soon as the department has been created and is in the mapping table.
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.
- SysAid through the REST API at https://{account}.sysaidit.com/connect/v1. POST /end-users with userName (required), firstName (required, at most 64), lastName, userEmail, jobTitle, departmentId, locationId, managerId, isDisabled, enablePortalLogin and groups; the query parameter sendPasswordNotification set to false. Service requests through POST /service-records with type request, templateId, requestUser (user name) and dueDate.
- Authentication with client credentials. An application key is created with a SysAid account, not with SSO credentials; at most 100 keys per organisation. The token is valid for 24 hours by default (tokenLifetime up to 30 days); KoppelHet requests it with the x-sysaid-accountid header.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Workday | Field in SysAid | Notes |
|---|---|---|
Employee_ID | Koppeltabel met het SysAid-gebruikers-ID | SysAid has no field for an external number on an end user |
Werk-e-mail | userName en userEmail | |
Legal_Name | firstName en lastName | Each at most 64 characters |
Business_Title | jobTitle | |
Supervisory_Organization | departmentId | Through a mapping table to existing departments |
Location | locationId | |
Manager | managerId | The manager's SysAid ID |
Worker_Type (contingent) | Groep in SysAid | |
Termination_Date | isDisabled |
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