Integrating HiBob with Atlassian Service Collection

Buzz

This post covers how to connect HiBob (Bob HR) with Atlassian Service Collection. Not a day goes by if we don’t talk about Onboarding and Offboarding :).

Use Cases For HR-IT Automation

Employee Onboarding

When a new employee record is created in Bob, the integration automatically creates a JSM ticket (or a set of linked tickets) for IT onboarding tasks: hardware procurement, email and SSO account setup, software license assignment, and building access. The ticket is pre-populated with the employee’s name, start date, department, location, and manager — pulled directly from Bob. IT sees a fully structured request on day one, not a last-minute Slack message.

Employee Offboarding

When an employee’s status changes to terminated in Bob, the integration triggers offboarding tickets in JSM: revoke SSO access, recover hardware, disable email, remove from distribution lists, and archive accounts. The automation ensures nothing is missed, and the audit trail is clear for compliance reviews.

HR Service Tickets from Employees

Employees submit HR service requests through JSM — address changes, tax form updates, benefits inquiries, leave balance questions. When a request is resolved in JSM, the integration can push the updated information back to Bob, keeping employee records current without requiring HR to manually update the HRIS after closing the ticket.

Three Integration Paths HiBob <> Service Collection

OnLink supports three integration patterns between Bob and Service Collection (JSM). Each addresses a different direction of data flow.

Integration 1: Create Jira Tickets from HiBob Webhook Events

What it does: When specific events occur in Bob e.g a new hire, a termination, a department change, Bob sends a webhook notification to OnLink, which creates a corresponding ticket in JSM.

How it works:

Configure webhooks in HiBob. In Bob’s settings, set up webhook events for the HR actions you want to trigger tickets (e.g., employee creation, status change, employment end date). Follow the HiBob Webhooks Configuration Guide for setup steps.
Configure OnLink to receive webhooks. In OnLink, set up the inbound webhook listener that will receive events from Bob and map them to JSM ticket creation rules. Define which Bob events map to which JSM project, issue type, and field values. Follow the OnLink Bob HR Inbound Webhooks Configuration for detailed steps.
Map fields. Configure how Bob employee data (name, department, start date, manager, location) maps to JSM ticket fields. OnLink handles the transformation between Bob’s data model and JSM’s issue schema.
Test the flow. Create a test employee in Bob’s sandbox environment and verify that the corresponding JSM ticket is created with the correct data.

HiBob Webhook Configuration

OnLink Webhook Configuration

Result: HR events in Bob automatically produce structured, data-rich tickets in JSM — no manual ticket creation required.

Integration 2: Import Employee Data from HiBob to JSM Assets

What it does: Syncs employee records from Bob into JSM’s Assets (formerly Insight), giving IT teams a current, searchable directory of employees linked to their assets, services, and configuration items.

How it works:

Configure the Bob-to-Assets sync in OnLink. Set up the connection between Bob’s employee directory and JSM Assets. Define the object schema in Assets to hold employee records — fields like employee ID, name, email, department, location, and employment status.
Define the sync schedule and scope. Choose whether the sync runs on a schedule (e.g., hourly, daily) or is triggered by specific events. Define which employee fields to import and how they map to Asset attributes.
Link employees to other asset objects. Once employee records exist in Assets, you can create relationships between employees and their assigned hardware, software licenses, and services — giving IT a complete view of who has what.

Follow the Bob HR to JSM Assets Configuration Guide for step-by-step setup instructions.

OnLink HiBob Assets Configuration

Result: JSM Assets always reflects the current state of your workforce. When an agent handles a ticket, they can see the requester’s role, location, department, and assigned equipment — all pulled from Bob, all kept in sync automatically.

Integration 3: Push Updates from Jira Service Management to HiBob

What it does: When a ticket is resolved or transitions in JSM, the integration pushes relevant data back to Bob — closing the loop on HR requests that require HRIS updates.

How it works:

Add a post function to your JSM workflow. In the relevant JSM workflow (e.g., an HR service request workflow), add a post function on the transition where you want data to flow back to Bob (typically on resolution or a specific status change).
Configure the post function in OnLink. Define which ticket fields map to which Bob employee fields. For example, when an “Address Change” ticket is resolved, the new address from the ticket is written to the employee’s record in Bob.
Set conditions and validators. Add conditions so the post function only fires for specific issue types or when certain fields are populated — preventing unintended writes to Bob.

Follow the OnLink Bob HR Post Function Configuration Guide for detailed setup instructions.

Result: Resolved service requests in JSM automatically update employee records in Bob. HR doesn’t need to manually sync data between systems after closing a ticket.

Bringing It Together

Each of these three integration patterns addresses a specific gap in the HR-IT workflow:

Pattern	Direction	Use case
Webhook → JSM Ticket	Bob → JSM	Create tickets when employee is hired, terminated etc
Employee Sync → Assets	Bob → JSM Assets	Used for looking for employee details using Asset fields
Post Function → Bob	JSM → Bob	Update employee data in Bob based on ticket details e.g email updates, role updates.