Setup and choices
Multiple employers and locations in one service desk
With multiple employers or locations the integration decides per employee which team gets the ticket, based on the location, operating company or site from HR, and treats a change of employer as a change, not a departure. KoppelHet does this from Nmbrs, HR2day and SAP HCM to TOPdesk, and from AFAS, Workday and Personio to Xurrent, Zendesk and Freshservice, among others.
What it is
In an organisation with several operating companies, care locations or countries, no single IT team prepares every laptop. Each location often has its own facilities team, and the badge has to be at the right site.
If none of this is passed on, every ticket goes to one central group that forwards it by hand. And an employee who moves to another operating company gets an offboarding ticket while they are simply staying.
How the integration handles it
- The operator group of the ticket follows the location, operating company or personnel subarea from HR, so the laptop and badge are ready at the right place.
- One Nmbrs environment can hold several companies. KoppelHet goes through every company you designate and makes each one a branch in TOPdesk.
- If someone works at several locations in HR2day, KoppelHet chooses the operator group of the location of the contract with the most hours.
- In Xurrent every employer from AFAS becomes a business unit, with the organisational units below it. Reports on requests can then be made per employer.
- In Zendesk the company from Workday becomes the organisation, and the user's language follows their country in Workday. A colleague in Montreal gets automatic messages in French, a colleague in Utrecht in Dutch.
- With SAP HCM, SAP only sends the Dutch employees to KoppelHet, within your own network. A global service desk can have a local HR source this way.
Edge cases we handle
- If an employee in Nmbrs moves to another operating company, they get a contract with a different company. For TOPdesk that is a change, not a departure.
- Personio also has a change of legal entity as a type of termination. KoppelHet then creates no offboarding request, but a request for what differs per entity, such as the email domain.
- If someone in HiBob moves from a foreign site to Amsterdam, they already exist in Freshservice and no onboarding starts by itself. KoppelHet looks at the new site and still submits a request for the workplace.
- Neighbourhood teams and care locations are in AFAS as an organisational unit or work location. Per unit we record the department and location in Freshservice.
What KoppelHet does
In the design KoppelHet records per location, employer or country which team gets the ticket and which HR change counts as a departure. If the service desk runs globally with local HR systems, we connect each country's HR source to the same service desk.
Common integrations
SAP HCM → TOPdesk
SAP HCM TOPdesk integration: people and onboarding tickets from SAP
X4AFAS Profit → Xurrent (4me)
AFAS to Xurrent integration: employees, employers and onboarding requests from AFAS Profit in Xurrent (4me)
Workday → Zendesk
Workday to Zendesk integration: employees as users in the internal service desk, with a task on hire and termination
Personio → Freshservice
Personio to Freshservice integration: onboarding request before the start date, offboarding on the last working day
HiBob → Freshservice
HiBob to Freshservice integration: requesters and onboarding and offboarding requests from Bob
Remote → TOPdesk
Remote to TOPdesk integration: staff in other countries as persons and tickets in TOPdesk
Frequently asked questions
Can every operating company have its own IT team?
Yes. The operator group of the ticket follows the employee's operating company or location in HR.
Does someone who changes employer get an offboarding ticket?
No. A change of operating company or legal entity is a change for the service desk. A change ticket follows for access and equipment.
Can we have a different HR system per country and one service desk?
Yes. A global service desk can have a local HR source. With SAP HCM, for example, SAP only sends the Dutch employees to KoppelHet.
More on HR to ITSM
What goes into the service desk
Setup and choices
- Multiple employers and locationsThe right team per location, operating company or country.