A job change often does not reach IT because there is no fixed moment at which someone creates a ticket: with joiners and leavers everyone knows something has to happen, with movers they do not. If you let the new job, department or manager from the HR system flow through on the effective date to the service desk and the other systems, rights, teams and approvals change at the moment the change actually takes effect.
The consequence of doing nothing is invisible, and that is why it gets left. Old rights stay in place, the employee is still in the old team in Slack, and approvals go through a manager who is no longer responsible. In an audit or after a reorganisation, all of that suddenly surfaces.
The effective date is the hard part
HR often records a job change weeks ahead, with an effective date. That leaves two ways to get it wrong.
Too early. If the change goes through as soon as HR enters it, approvals already go through the new manager while the employee is still working in their old job.
Not at all. If the change goes nowhere, everything stays as it was.
Workday records changes with an effective date. With an integration of Workday with ServiceNow, a new department or manager only goes to ServiceNow on that date. Until that day, approvals stay with the current manager. The change ticket in the service desk does get the new job and the effective date straight away. That way IT knows what is changing and from which day.
Which changes are worth a ticket
Not every HR change belongs at the service desk. IT does not need to know about a change of address, but it does about a new job, department or team. That choice is up to your organisation. A good rule of thumb: anything that affects rights, equipment or approval routes produces a ticket, the rest does not.
What changes outside the service desk
A job change affects more systems than the account. A few examples of what then needs to happen:
- Simplicate. If a unit in AFAS changes manager, all employees of that unit get the new manager in Simplicate. With an integration of AFAS with Simplicate that happens in one go.
- HubSpot. If someone moves from sales to a job without HubSpot, the manager gets a handover list and the seat is freed on the effective date of the new job. See the integration of AFAS with HubSpot.
- Slack. After a reorganisation in Workday, the integration adjusts membership of the user groups in Slack, so people are in the right groups.
When a change is not a departure
Some changes look like a departure in the HR system, while the employee simply stays.
A change of operating company produces an employment at another company in Nmbrs. For the service desk that is a change. An offboarding ticket would ask for the laptop back from someone who is simply back at work on Monday.
Personio treats a change of legal entity as a type of termination. That is not a departure either. What can change is what differs per entity, such as the email domain. That calls for a request.
Then there is the job change where someone keeps their old rights for a while, for example to hand over work. How long that is allowed is an agreement you make per organisation.
A job change in the service desk
With an integration of Workday with Freshservice, KoppelHet submits a service request on a Change Job in Workday, so IT sees the job change. Read more about tickets from HR under HR to the service desk.
How KoppelHet builds this
KoppelHet builds the integration per organisation on its own platform. In the design we record which HR changes are a move and which system has to respond to them. The effective date from HR leads: anything recorded in advance only goes through on that day. We build this from systems including Visma Raet YouForce, Nmbrs, AFAS and Workday to TOPdesk, ServiceNow and other systems. As an indication, allow two to four weeks to go-live.
Accounts, groups and licences in Entra ID and Active Directory fall under identity and access management. Read more about job change and transfer or about the whole approach to joiner, mover, leaver.