Task: Update TOPdesk incident
Prerequisites
TOPdesk 3.0.x environment
Description
This task will update an incident in TOPdesk.
System variables (Update TOPdesk incident)
For this task a system configuration can be made. At ‘Automation’ -> ‘Systems’ -> ‘Create System’ select TOPdesk. Specify a valid TOPdesk URI, TOPdesk username and a TOPdesk password. For this task it is also possible to specify these values in the task editor, this will overwrite the system settings. The optional parameters will be checked before the incident is updated. If a specified value does not exist, that specific value will be ignored. The progress log of the task will show detailed information about the given values.
Variables
Name | Description | Type | Example | Comment |
TOPdesk System | The system variables which contain URI, Username and Password | List | TOPdesk | Configure these settings before running the task at ‘Automation’->’Systems’. |
TOPdesk URL | The TOPdesk URL | List | topdesk.enyoi.org | Specify the TOPdesk URL. If specified the URL from the system settings is ignored |
Username | Specify a username to make the call | String | j.doe | Specify the TOPdesk username. If specified the username from the system settings is ignored |
Password | Specify a password for the username | String | Password123! | Specify the TOPdesk password for the username specified. If specified the password from the system settings is ignored |
Incident Number | Specify the incident number | String | M0000 0001 | Mandatory parameter to specify the incident you wish to update |
Caller Email | Specify the caller email | String | Optional parameter to update the caller of the incident | |
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 update the method used to update the incident. Please make sure this is an existing entry |
Call Type | Specify the call type | String | Request | Optional parameter to update the call type for the incident. Please make sure this is an existing call type |
Category | Specify the category | String | Salary | Optional parameter to update the category. Please make sure this is an existing category |
Sub Category | Specify the sub category | String | Payments | Optional parameter to update the sub category. Only evaluated when category is specified and corresponds with this sub category |
Object ID | Specify the object id | String | Application A | Optional parameter to specify the object id. Please make sure this is an existing object |
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. 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 update the description of the incident |
Short Description | Specify the short description | String | Monthly payment | Optional parameter to update the brief description of the incident |
Action | Specify the action | String | Solved incident | Optional parameter to update the action. When an incident needs to be closed, the action is necessary to correctly close the incident. |
Processing Status | Specify the processing status | String | 6 – Closed | Optional parameter to update 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 update the operator group. Please make sure this is an existing group |
Operator | Specify if it is an operator | Switch | ‘On’ or ‘Off’ | If set to ‘On’ the incident will be updated as an operator. If set to ‘Off’ the incident will be updated as a person. Please note that valid credentials are needed for both options |
Close Incident | Specify whether to create an open or closed incident | Switch | ‘On’ or ‘Off’ | If set to ‘On’ the incident will be closed. If set to ‘Off’ the incident will remain open or be opened |