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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

[email protected]

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