SAP SuccessFactors → ServiceDesk Plus Cloud Integration

This integration establishes a uni-directional data flow from SAP SuccessFactors (SF) to ServiceDesk Plus (SDP) Cloud. SuccessFactors acts as the system of record for employee data and enables automatic, near‑real‑time synchronization of user information into SDP. This streamlines user account lifecycle management and reduces manual administrative effort for onboarding and offboarding.

Key Features

• Automated Employee Synchronization: Seamlessly sync employee data from SAP SuccessFactors to ServiceDesk Plus with minimal manual effort.
• Real-Time Lifecycle Updates: Instantly reflects employee creation, updates, and terminations, keeping user records accurate.
• Flexible Field Mapping: Map standard and custom SAP SuccessFactors fields to ServiceDesk Plus fields for precise data alignment.
• Improved ITSM Efficiency: Reduces administrative overhead by automating onboarding and offboarding workflows within ServiceDesk Plus.

Required Roles

SDOrgAdmin, SAP Admin Access

ServiceDesk Plus Cloud Configuration

Follow these steps in SDP to enable and configure the integration and administrative widgets used to manage tasks and mapping.

Install the SAP SuccessFactors extension in ServiceDesk Plus Cloud

1. Navigate to Setup → Apps & Add‑ons → Extensions and install the SAP SuccessFactors extension (or install from ManageEngine Marketplace).
2. The integration is enabled by default during installation. To stop data flow, disable the integration from the extension configuration.

SAP Admin Config

The SAP Admin Config configures the connection between SDP and SuccessFactors. Verify settings before saving. Key areas:

• Enable SAP SuccessFactors Integration: Toggle to enable or disable synchronization.
• User profile mapping Configure how SAP user data is mapped to ServiceDesk Plus user fields. This mapping is used to identify users during synchronization.
• Template Mapping: Configure the Service Request or Incident templates used for User Creation, User Update, and User Termination events, and map the required template fields.

User Profile Mapping

1. Field mapping links SuccessFactors fields to SDP fields to ensure correct data flow. Navigate to user field mapping section to map required fields (e.g., employee ID, first name, last name, email) → Save.
2. Additional fields can be added and configured in admin config (e.g., mobile, job title).

How to add fields in mapping:

• Navigate to the user field mapping section.
• click the (+) button to add fields.
• Provide SDP and SAP fields to map and save the mapping.

NOTE: Without the user field mappping, users will not be synced from SAP in SDP.

Template Mapping

The Template Mapping section allows you to configure Service Request or Incident templates for SAP events. You can assign separate templates for User Creation, User Update, and User Termination based on your requirements, and then map the required fields for each selected template.

Configure Templates

1. Navigate to template mapping. Click the (+) button to add templates.
2. Select a template type (service request or incident).
3. Choose service category for service request template.
4. Choose the template for each SAP event (Creation, Update, Termination).
5. Map the required fields for each selected template. Using the edit field mapping button.
6. Configure default values:
   • Default values are required for the mandatory fields in case of no corresponding SAP fields available.
   • Optional for all other fields.
   • Configured default value will be used while creating the service requests or incidents.
7. While mapping dropdown fields, ensure that the SDP field contains values that match the corresponding values available in SAP SuccessFactors. Differences in values may result in synchronization failures.

Configure tasks

Tasks are created as sub‑tasks under the corresponding SDP ticket and are visible in the ticket’s Tasks section.

Configure tasks:

1. Navigate to the tasks section in the SAP Admin Config.
2. Click the (+) button to add a new task.
3. Provide a event type, task name, group, and priority and save the task.

Edit tasks:

1. Click the (Edit) icon in the task you want to edit.
2. Make the necessary changes and save the task.

Delete tasks:

1. Click the (Delete) icon in the task you want to delete.
2. Click delete to confirm deletion.

Configure dashboard for SAP integration in ServiceDesk Plus

A custom dashboard is configured to monitor SAP‑related tickets created by the integration. Steps:

1. From SDP home, click (+ New) → Customize → Select widget column as 2 columns → Select public in access level.
2. Choose Custom widget → select the SAP Dashboard widgets → Update layout.
   
3. Drag the dashboard widget downward to improve visibility.
   
4. Provide dashboard name and save.

The dashboard should include charts and reports for month‑wise and type‑wise ticket analysis. The following widgets are recommended for SAP‑related request monitoring:

1. Requests Table (Detailed View)

The requests table provides a detailed, row‑level view of all SAP‑related requests included in the dashboard. Use this widget for search, filtering, and audit‑friendly reporting.

• Displayed columns: S.No (sequential number), ID (request ID), Type (Creation / Updation / Inactivation), Subject (request subject), Created Date (request creation timestamp), Due By Date (SLA / due date), and Status (current request status).
• Purpose: Enable detailed inspection of individual requests and allow search / filter by type, subject, or other attributes.
• Key features: Pagination for performance optimization, integrated search and filter, fullscreen expansion for large data review, and one‑click copy or export for reporting or audit purposes.

2. Requests by Month & Type (Bar Chart)

This bar chart displays the number of SAP requests created each month, categorized by request type. It helps you understand request trends over time and compare workload across different request categories.

• Request types covered: Creation (new user creation requests), Updation (existing user / data update requests), and Inactivation (user deactivation requests).
• Purpose: Identify monthly request trends, compare workload distribution across request types, analyze peak periods / seasonal patterns, and support capacity and resource planning.
• Key features: Year‑based and last‑12‑month filtering, visual comparison of request volumes, and support for fullscreen view for detailed analysis.

3. Requests by Status (Pie Chart)

This pie chart shows the distribution of SAP requests based on their current status. It provides a quick, percentage‑based view of the overall health of SAP‑related tickets.

• Example status values: Open, In Progress, On Hold, Completed, Closed, and other custom statuses as configured in SDP.
• Purpose: Quickly assess overall request health, monitor backlog versus completed requests, and identify bottlenecks in request processing.
• Key features: Percentage‑based representation, status‑wise summary displayed below the chart, and suitability for operational monitoring and reporting.

4. Current Month Request Volume by Type (Scatter / Bubble Chart)

This chart visualizes the volume of SAP requests for the current month, grouped by request type. It is useful for focused analysis of the current month workload.

• Axes: X‑axis – request type (Creation, Updation, Inactivation); Y‑axis – number of requests; bubble size – intensity of request volume.
• Purpose: Identify dominant request types for the ongoing period and support short‑term planning and prioritization.
• Key features: Dynamic data based on the current month, summary values displayed below the chart, and expandable view for better visibility.

SAP SuccessFactors configuration

Configure SuccessFactors to send employee lifecycle events to SDP by building integrations in Integration Center and wiring them to Intelligent Services Center (ISC) events where applicable.

Integration in SAP SuccessFactors

Configure integrations that get triggered on employee events and POST JSON payloads to the SDP callback endpoint.

Types of integration:

• Intelligent Service — typically used for create/update events.
• Scheduled — typically used for termination (run daily with a termination_date filter).

Key integration settings:

1. Navigate to Integration Center → My Integrations → Create → More integration types.
   
2. Trigger type: Intelligent Service or Scheduled (events are configured based on the selected trigger type).
3. Source type: SuccessFactors; Destination type: REST; Format: JSON.
   
4. Select the appropriate event based on integration type (E.g.,Update a Candidate Profile – Creation/Update, empEmployementTermination – Termination).
5. Configure fields to include only required attributes (candidate/user ID, name, email, employment fields).

   Note: Mandatory fields are candidate/user Id, email, first name.

6. Set Destination REST endpoint to the SDP callback URL and HTTP method to POST.
   
7. Review and save the integration.
8. For Intelligent Service integrations, attach the integration to the corresponding Intelligent Services Center (ISC) event.

How to configure the Callback URL for the Destination settings

1. After installing the extension in SDP, go to Setup → Custom Callback functions.

   Note: Use 'SAPCallback' URL for User Creation and User Updation.
   Use 'SAPUserTermination' URL for the User Termination.

2. Select the callback function reflected from the extension and copy the URL.
   
3. Paste the copied URL in the Destination setting of the SAP integration.

Event configuration in SAP Intelligent Services Center (ISC)

Intelligent Services Center (ISC) monitors employee lifecycle events such as hires and terminations. For Intelligent Service–based integrations, attach the integration to the appropriate ISC event (e.g., 'Update a Candidate Profile').

1. Go to Intelligent Service Center → Select Update a Candidate Profile event.
2. Under Integration, add the created integration. And save the flow.
   

Disclaimer

The User APIs used in this extension may change over time. Any changes will be communicated with prior notice; API changes generally occur on multi‑year cadence.

Support

If you need assistance configuring the integration, contact your SDP administrator or the ManageEngine support channels. Provide integration logs and example payloads to speed troubleshooting.

Frequently Asked Questions (FAQs)

1. Why are users not getting synchronized from SAP SuccessFactors?

Verify that:

• The SAP SuccessFactors integration is enabled.
• User Profile Mapping is configured.
• The SAP integration is active.
• The callback URL is configured correctly.
• The required Intelligent Service or Scheduled integration is configured properly.
• The SAP field names in the User Profile Mapping exactly match the field names in SAP SuccessFactors (field names are case-sensitive).

Refer to the SAP Admin Config and SAP SuccessFactors Configuration sections for additional troubleshooting steps.

2. Why can't I see templates in the Template Mapping section?

Only active or enabled Service Request and Incident templates are available for selection. Ensure the required templates are enabled in ServiceDesk Plus Cloud before configuring the integration.

3. Why are default values required in Template Mapping?

Default values are used when the corresponding SAP SuccessFactors field does not contain a value. This helps populate mandatory ServiceDesk Plus Cloud fields and ensures service requests or incidents are created successfully.

4. What happens if a mandatory template field is not mapped?

If a mandatory ServiceDesk Plus Cloud field is neither mapped to a SAP field nor configured with a default value, the corresponding service request or incident may fail to be created.

5. Can I use different templates for User Creation, User Update, and User Termination?

Yes. Separate Service Request or Incident templates can be configured independently for User Creation, User Update, and User Termination events.

6. Can I map custom SAP SuccessFactors fields?

Yes. Both standard and custom SAP SuccessFactors fields can be mapped to supported ServiceDesk Plus Cloud user fields through the User Profile Mapping section.

7. Are tasks mandatory for the integration?

No. Tasks are optional. When configured, they are automatically created as sub-tasks under the corresponding ServiceDesk Plus Cloud service request or incident.

8. Which SAP SuccessFactors integration type should I use?

Use:

• Intelligent Service for User Creation and User Update events.
• Scheduled integration for User Termination events, typically configured with a termination date filter.

9. Which callback URL should I configure?

Use:

• SAPCallback for User Creation and User Update integrations.
• SAPUserTermination for User Termination integrations.

Refer to the Callback URL Configuration section for more details.

10. Can I edit or delete an User Profile Mapping, Template Mapping, or Task?

Yes. You can modify or delete existing mappings and tasks at any time from the SAP Admin Config. Any changes will be applied to future synchronization events.