HR Case Creation and HR Profile Creation through External Integrations

[chatapsanke]

Hi Everyone,

I am trying to understand how organizations implement HR integrations in ServiceNow HRSD.

I have a few questions:

1. How are HR Cases created in ServiceNow from external systems like Jira, Workday, SAP, or other applications?
   • Which integration methods are commonly used?
   • REST API, IntegrationHub, email, middleware, etc.?
2. How is employee data brought into ServiceNow to create HR Profiles?
   • Is LDAP/Active Directory mainly used only for sys_user creation?
   • How are HR Profiles usually created and maintained from external HR systems?
   • Which system is generally considered the source of truth for employee data?

I would appreciate if someone could explain real project scenarios or best practices followed in organizations.

Thanks.

[salma98]

Hi @chatapsanke 

1. HR cases can be created in SN through several methods

a. REST API (Table API/Scripted REST API) - Direct case creation from jira,custom apps etc.,

b. Integration HUb + Flow Deisgner - Spokes (Event driven case creation)

c. Inbound EMail Actions- Email to case conversion 

Most commonly which i have seen is via service portal, event driven.

2.  Employye data will be brought into SN via ' sys_user ' table which stores basic user identity and data will be pulled here from LDAP/ Active Directory 

Employment details will be in sn_hr_core_profile and this data will be pulled form external sources such as Workday, SAP, etc.,

b. Yes, LDAP/ AD is primarily for user data

c.HR profiles are created and mainteained via integration with external HR systems such as Workday/ SAP

d. Source of truth - for user identity - LDAP/ AD,  for HR data - Workday, SAP etc.,

Please mark this as correct if you find this answer helpful. 

Thanks

Salma