HR to ITSM
YouForce to Freshservice integration: onboarding and offboarding for the service desk from Visma Raet
With an integration between Visma Raet YouForce and Freshservice, a new employment in YouForce starts an onboarding request in Freshservice, submitted on behalf of the manager, and an end of employment produces an offboarding request. The employee is a requester in Freshservice with organisational unit and job from YouForce.
What the integration does
Anyone using YouForce for HR and Freshservice for the IT service desk sends new employees to the service desk as a list, which it retypes. When a large group starts at once, the service desk spends weeks before all requests are entered.
- HR processes the new employment in YouForce.
- KoppelHet fetches what YouForce has processed since the previous round, with organisational unit, job and manager.
- In Freshservice the employee is added as a requester, and an onboarding request starts on behalf of the manager with the start date.
- A change of organisational unit or job updates the requester.
- At an end of employment an offboarding request starts; after the last working day the requester is deactivated.
What to watch for with Visma Raet YouForce and Freshservice
- Because YouForce only returns processed employments, a start date that is already within four weeks at processing gives the onboarding request straight away. An appointment settled months ahead gives a request four weeks before the start.
- Besides the onboarding process an organisation can use a catalog item, for example for guest staff who only get an account. KoppelHet chooses the item based on the employment type.
- KoppelHet remembers per employee whether the onboarding request has been submitted. A second employment at the same institution gives no second laptop request, but a change request if the unit differs.
- YouForce only returns through the integration what HR has fully processed. An appointment still in the workflow therefore does not yet produce an onboarding request, so IT does not start on someone who is not coming after all.
- Someone can have several employments in YouForce, for example in two departments. In Freshservice that is one requester; organisational unit and job come from the main employment.
- The end of one of those employments is not yet a departure. KoppelHet only starts an offboarding request when the last employment ends.
- With a large intake at once, hundreds of onboarding requests are due in a short time. Freshservice limits the number of calls per minute, so KoppelHet spreads them over the preceding days, so other integrations on Freshservice keep working.
- You set up the onboarding form in Freshservice yourselves, for example with a question about timetables or lab access. KoppelHet fills the fields that come from YouForce and leaves the rest to the manager, on whose behalf the request was submitted.
- The integration only reads from YouForce and writes nothing back. The organisation grants access in the Visma developer portal to people, employments and organisational units, and nothing else.
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. A new employment results in an onboarding request, four weeks before the start date by default, and the end of the last employment in an offboarding request one week ahead. Through the Freshservice onboarding process or a catalog item per employment type.
When does the service desk see a new employee?
As soon as HR has processed the employment in YouForce. If an appointment is settled well ahead, that is often weeks before the start.
What if someone has two employments?
They are then one requester in Freshservice, with the data of the main employment. Offboarding only starts when the last employment ends.
Does the integration write anything back to YouForce?
No. The integration only reads.
What can be traced afterwards for an audit?
Every action of the integration is recorded in the audit logging of the KoppelHet platform. KoppelHet works with an ISO 27001 certified management system.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- YouForce is read through the Youforce Basic API (read-only), filtered on the last synchronisation date with the from and to parameters; people, employments, jobs and organisational units. Only what HR Core has processed is visible.
- Freshservice is written through the Freshservice API v2. Requesters (create, update, deactivate, with external_id), Employee Onboarding (form fields and onboarding request with initiator_id), Employee Offboarding and Departments. Rate limits per minute per plan, 429 with Retry-After.
- Service requests from the catalog through POST /api/v2/service_catalog/items/{display_id}/place_request with email or requested_for and custom_fields, if you prefer onboarding as a catalog item rather than the onboarding process. KoppelHet reads the catalog items through the service catalog API. A note on an open request through Create a Note. KoppelHet stores per employee which request has already been submitted.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Visma Raet YouForce | Field in Freshservice | Notes |
|---|---|---|
Personeelsnummer | external_id van de aanvrager | Fixed key; stays the same on a name change |
Roepnaam, voorvoegsel en achternaam | first_name en last_name | |
Zakelijk e-mailadres | primary_email | |
Functie | job_title | |
Organisatie-eenheid | department | Through a lookup, for example per faculty |
Leidinggevende | reporting_manager en initiator van het verzoek | |
Begindatum dienstverband | Startdatum in het onboardingformulier | |
Einddatum dienstverband | Offboardingverzoek en deactiveren | |
Indiensttreding of vertrek | Catalogusitem (display_id) of onboarding- en offboardingverzoek | Chosen per event at the start |
Zakelijk e-mailadres van de medewerker | email of requested_for van het verzoek | |
Begin- of einddatum dienstverband | custom_fields: startdatum of laatste werkdag | |
Functie, afdeling, locatie en leidinggevende | custom_fields van het item |
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