Task: Create TOPdesk incident
Prerequisites
TOPdesk 3.0.x environment
Description
This task will create a new incident in TOPdesk.
System variables (Create TOPdesk incident)
For this task, a system configuration must be made. At ‘Automation’ -> ‘Systems’ -> ‘Create System’ select TOPdesk. Specify a valid TOPdesk URI, TOPdesk username and a TOPdesk password.
Variables
Name | Description | Type | Example | Comment |
TOPdesk System | The system variables which contain URI, Username and Application secret | List | TOPdesk | Configure these settings before running the task at ‘Automation’->’Systems’. |
Caller Email | Specify the caller email | String | Mandatory parameter to specify the caller | |
Branch | Specify the branch/site name | String | Seattle | Optional parameter for the branch, also known as the ‘Site’. Please make sure this is an existing branch |
Entry | Specify the entry | String | Self Service Portal | Optional parameter to specify the method used to create the incident. Please make sure this is an existing entry |
Call Type | Specify the call type | String | Request | Optional parameter to specify the call type for the incident. Please make sure this is an existing call type |
Category | Specify the category | String | Salary | Optional parameter to specify the category. Please make sure this is an existing category |
Sub Category | Specify the subcategory | String | Payments | Optional parameter to specify the subcategory. Only evaluated when the category is specified and corresponds with this subcategory |
Create Second line Incident | Specify whether to create a second line or a first line incident | Switch | ‘On’ or ‘Off’ | If set to ‘On’ the incident will be created as a Second-line incident. If set to ‘Off’ the incident will be created as a First-line incident |
Object ID | Specify the object id | String | Application A | Optional parameter to specify the object id. Please make sure this is an existing object |
Target Date | Specify the target date | String | 01-01-2022 | Optional parameter to specify the target date. The format of the date must match the one given in the example. If the format is incorrect the incident will be created without a target date. |
Impact | Specify the impact | String | Organisation | Optional parameter to specify the impact. Please make sure this is an existing impact. This field is related to Urgency and Priority |
Urgency | Specify the urgency | String | Able to work | Optional parameter to specify the urgency. Please make sure this is an existing urgency. This field is related to Impact and Priority |
Priority | Specify the priority | String | P3 | Optional parameter to specify the priority. Please make sure this is an existing priority. This field is related to Impact and Urgency. The task will fail if a non-corresponding value is given |
Request Description | Specify the description | String | John Doe received his monthly payment | Optional parameter to add a description to the incident |
Short Description | Specify the short description | String | Monthly payment | Optional parameter to add a brief description to the incident |
Processing Status | Specify the processing status | String | 6 – Closed | Specify the processing status for the incident. Please make sure this is an existing status |
Operator Group | Specify the operator group | String | ServiceDesk | Optional parameter to specify the operator group. Please make sure this is an existing group |
Close Incident | Specify whether to create an open or closed incident | Switch | ‘On’ or ‘Off’ | If set to ‘On’ the incident will be created as a closed incident. If set to ‘Off’ the incident will be created as an open incident |
Release notes
Date | Version | Description |
02-05-2019 | 1.6.0 | Added Status and Target date to web-request. |
14-02-2019 | 1.5.0 | Changed login method to Username and Application Key (All Tasks). |
29-11-2018 | 1.4.0 | With Username and Password login method. |