HR to ITSM
YouForce ServiceNow integration: users, organisation and onboarding requests from Visma Raet
With an integration between Visma Raet YouForce and ServiceNow, employees from YouForce are users in ServiceNow, with organisation unit, location, cost centre and manager, and KoppelHet creates a request in the ServiceNow service catalog for every new employment, job change or end of employment. The onboarding request is in the new employee's name, with start date, job, unit and that unit's manager.
What the integration does
Organisations that use YouForce for HR and ServiceNow for IT and facility matters get users in ServiceNow from Active Directory, without managers and cost centres. Requests that need approval are therefore routed to the right manager by hand through the service desk.
- The organisation grants KoppelHet read access to the basic data in YouForce through Visma.
- KoppelHet fetches the changed persons, employments, units and role assignments and determines the main employment per person.
- Units, locations and cost centres go to ServiceNow first, then the users.
- A transfer HR enters in advance takes effect in ServiceNow on the effective date.
- After the end of the last employment the user becomes inactive.
- When the start date falls within the agreed lead time, four weeks by default, KoppelHet orders the onboarding item in the new user's name.
- A new job or unit results in a change request; the end of the last employment in an offboarding request a week ahead.
What to watch for with Visma Raet YouForce and ServiceNow
- YouForce shows a planned hire before HR Core has processed it. The onboarding request can therefore be in ServiceNow four weeks before the start date instead of only after processing.
- If a new employment follows an ending one directly, that is not a departure for the service desk. KoppelHet then creates no offboarding request, but does create a change request if job or unit changes.
- A new job that starts later is shown in the change request with its effective date, for example team lead from 1 November. IT then does not change access too early.
- YouForce records the manager as a role on the organisational unit, not on the employee. KoppelHet sets that person as department head in ServiceNow and derives each employee's manager from it, so approvals work either way.
- If the manager is a member of the unit they lead, they do not become their own manager in ServiceNow. KoppelHet then takes the manager of the unit above.
- Persons disappear from the data YouForce supplies after a set period. Without its own record a departed user in ServiceNow would never become inactive; KoppelHet remembers which users come from YouForce and makes them inactive on the end date.
- An employee can be split across several cost centres in YouForce, while a ServiceNow user has one. KoppelHet picks the one with the largest share, or a fixed order you decide.
- YouForce shows planned changes before HR Core has processed them. A transfer from the first of the month is therefore in ServiceNow on that day, not a few days later.
- In the Beaufort variant YouForce does not supply the employer. KoppelHet then derives the company in ServiceNow from the organisational unit, so rules per employer keep working.
- KoppelHet only requests the basic data scope in YouForce. Private data such as BSN, home address and private phone fall under a separate scope and do not reach ServiceNow.
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. KoppelHet orders the onboarding item from your service catalog for a new employment, four weeks before the start date by default, and the offboarding item one week before the end of the last employment. A new job or unit results in a change request.
What access does KoppelHet need in YouForce?
Only read access to basic data, which the organisation approves itself through Visma.
Does our LDAP import from Active Directory stay?
Yes. We agree per field which source wins, for example the logon name from Active Directory and department and manager from YouForce.
What about the GDPR?
You are the controller and KoppelHet is the processor, under a data processing agreement. The integration only reads the fields ServiceNow needs.
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 IAM API with the Youforce-IAM:Get_Basic scope (persons, employments, organization units, roleAssignments, costAllocations, locations), on latestSync. Private contact details fall under Youforce-IAM:GetPrivateContactDetails, which we do not request.
- ServiceNow is written through the Import Set API (insertMultiple) into staging tables with transform maps and coalesce on employee_number; with run_after, cmn_department, cmn_location and cmn_cost_center are processed before sys_user.
- Tickets through the Service Catalog API: POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now with the catalog variables in variables and the user in sysparm_requested_for. This creates a request (REQ) with a requested item (RITM); the catalog item's flow creates the catalog tasks (sc_task) per assignment group. A note on an open request goes through the Table API on sc_req_item. KoppelHet stores the RITM number per employee per event.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Visma Raet YouForce | Field in ServiceNow | Notes |
|---|---|---|
Persoonsnummer | employee_number | Key for updating |
Roepnaam | first_name | |
Achternaam volgens gebruik achternaam | last_name | |
Functie (job profile) | title | |
Organisatie-eenheid | department (cmn_department) | |
Locatie | location (cmn_location) | |
Kostenplaats uit de loonverdeling | cost_center (cmn_cost_center) | Largest share |
Rolverdeling op de eenheid | manager en afdelingshoofd | |
Werkgever | company (core_company) | Not in every YouForce variant |
Einde laatste dienstverband | active = false | |
Indiensttreding, wijziging of vertrek | Catalogusitem voor onboarding, wijziging of offboarding | A separate item per event, chosen at the start |
Gesynchroniseerde gebruiker | sysparm_requested_for | The request is in the name of the new employee |
Begindatum of einddatum dienstverband | Variabele startdatum of laatste werkdag | |
Rolverdeling op de eenheid | Variabele manager (verwijzing naar sys_user) | |
Locatie | Variabele locatie (cmn_location) | |
Functie (job profile) | Variabele functie | |
Afdeling of team | Toewijzingsgroep van de catalog tasks | Through the catalog item flow |
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