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Understanding the Integration Between PeopleSoft CRM and PeopleSoft or E-Business HCM

This topic discusses:

Part of the initial setup for CRM HelpDesk for Human Resources involves synchronizing certain data between the CRM and HCM systems. When integrating with E-Business HCM, data for department, job code, location, person, and workforce must be loaded from the E-Business system into flat files. This data is then loaded into the CRM system using batch processes to read each of the flat files.

All search information is stored in the PeopleSoft CRM database. When an agent accesses the 360-Degree View page for a specific employee, a secured synchronous request is sent to PeopleSoft or E-Business HCM, depending on which system is the source of employee information.

When PeopleSoft or E-Business HCM validates the request, a response is sent to PeopleSoft CRM, and the information is used to display the 360-degree view of the employee. The EIP message is implemented by a runtime synchronous request and response message. The structure of the request and response message differs depending on which HCM is being accessed.

Each time an agent accesses an employee record from the 360-Degree View search page, the system triggers a runtime EIP. For security reasons, the information is not saved to the PeopleSoft CRM database.

See Understanding the 360-Degree View.

The system sends a secured synchronous request message from PeopleSoft CRM to the PeopleSoft or E-Business HCM. The system validates the requestor's information before processing the request.

When integrating to PeopleSoft HCM, the request message contains this information:

  • Authentication cookie.

    A PeopleSoft-provided authentication token for the purpose of single sign on. PeopleSoft CRM transfers this cookie to PeopleSoft HCM so that it can get a valid user. The system then uses the cookie to validate security access in PeopleSoft HCM before it provides service.

  • EmplID (employee ID) from the 360-Degree View search page.

  • As of date.

    The date that is passed for effective-dated components in PeopleSoft HCM. The default value is %date (today's date). The system can use this date to query information from past dates.

  • Language.

    The language that the agent uses to log on to the application. The default value is (%language). PeopleSoft HCM retrieves information based on the language code in the request for internationalization support.

When integrating to E-Business HCM, the request message contains this information:

The request message header contains these fields:

  • Responsibility Name.

    The value for this is defined on the Call Center page of the User Preferences.

  • Responsibility Application Name.

    The value for this is defined on the Call Center page of the User Preferences.

  • Security Group.

    The value for this is defined on the Call Center page of the User Preferences.

  • Language.

  • Organization ID.

    The value for this is defined on the Call Center page of the User Preferences.

The request message input parameters section includes these fields:

  • EBS Person ID.

    Note: The EBS Person ID is not the same as the PeopleSoft Person ID.

  • Effective Date.

The PeopleSoft system delivers these sections as options on the Define HCM Sections page. You can select or clear these options in the installation setup for your organization as a whole:

  • Absence

  • Benefits

  • Direct Reports

  • Job and Position Summary

  • Pay Summary

The synchronous response from PeopleSoft or E-Business HCM contains a response to the information provided in the request. When integrating with PeopleSoft HCM, the system displays all error messages provided by PeopleSoft HCM (including the denial of access).

Note: You must establish the same user IDs for both PeopleSoft CRM and PeopleSoft or E-Business HCM as well as grant security access to the information and enable single sign on in PeopleSoft or E-Business HCM. Depending on the setup in PeopleSoft or E-Business HCM, a user ID may not have access to all of the information. In that case, the response returned from the Human Resource Management system will contain an error message, such as Secured, for certain information.

You can configure the system to bring inactive worker statuses into PeopleSoft CRM. The HR HelpDesk Worker 360–Degree View enables you to search for inactive workers. In addition to Active status, PeopleSoft HCM has 11 worker statuses that you can select from on the Worker Statuses to EIP setup page. Options include Deceased, Retired, and Leave of Absence.

Note: When integrating with E-Business HCM, all workers, regardless of status, are retrieved.