TOPdesk
Introduction
This document provides a comprehensive guide on integrating Autom Mate with TOPdesk, enabling users to streamline service management processes and optimize workflows. It also outlines the process of defining and managing credentials within the Autom Mate Vault for secure authentication.
TOPdesk is a versatile service management platform designed to assist users in managing service requests and optimizing business processes. By integrating Autom Mate with TOPdesk, users can automate tasks such as incident creation, retrieval of incident details, and updating incidents, enhancing operational efficiency and service delivery.
What is TOPdesk?
An overview of TOPdesk, emphasizing its role in service management and business process optimization.
Overview of TOPdesk: TOPdesk is a service management platform that empowers users to manage service requests, incidents, and business processes efficiently. It offers tailored solutions for creating and managing service requests, optimizing workflows, and improving user satisfaction.
Key Features:
Service Request Management
Incident Tracking
Workflow Optimization
User Satisfaction Enhancement
Autom Mate Integration with TOPdesk
Description of how Autom Mate seamlessly integrates with TOPdesk, offering actions to automate service requests, incident management, and retrieval of TOPdesk data.
Overview of Integration: Autom Mate enables users to perform essential operations within the TOPdesk app seamlessly. It offers actions such as creating incidents, retrieving incident details, listing incidents, and updating incident information.
Using the Integration
Credential Management
Usage:
Click on "Add New Credential" to define a new credential.
Fill in the required fields:
Credential Name: Unique identifier for the credential.
Authentication Type: Method used for authentication (e.g., API Key, Username/Password).
TOPdesk API Key or Username/Password: Credentials provided by TOPdesk for API access.
Additional Fields as required.
Save the credential in the Autom Mate Vault for secure storage.
Credential Usage
Instructions on how to utilize credentials from the Autom Mate Vault in TOPdesk operations.
Usage:
When setting up Autom Mate TOPdesk actions:
Select the option to use Vault-managed credentials.
Choose the desired credential from the Autom Mate Vault.
Authenticate securely using the selected credential.
Execute the TOPdesk operation with enhanced security and access control.
How To Use Actions
Create Incident
Description: Create a new incident within the TOPdesk platform.
Purpose: Automate the process of logging new incidents for efficient service management.
Usage:
Select the "Create Incident" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Provide incident details such as title, description, and category.
Submit the incident for creation in TOPdesk.
Inputs:
Incident Title
Incident Description
Incident Category
Priority Level
Get Incident Attachments
Description: Retrieve attachments related to a specific incident in TOPdesk.
Purpose: Access additional files or documents associated with an incident.
Usage:
Select the "Get Incident Attachments" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Provide the incident ID for which you want to retrieve attachments.
Retrieve and review the attachments linked to the incident.
Inputs:
Incident ID
Get Incident Fields
Description: Retrieve detailed fields for a specific incident record in TOPdesk.
Purpose: Gather specific information or details about an incident.
Usage:
Select the "Get Incident Fields" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Specify the incident field(s) you wish to retrieve details for.
Retrieve and review the value(s) associated with the specified incident field(s).
Inputs:
Incident Field(s)
Get Incident with ID
Description: Fetch detailed information about a specific incident using its unique ID.
Purpose: Access comprehensive details and status updates of a particular incident.
Usage:
Select the "Get Incidents with ID" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Provide the incident ID you wish to query.
Retrieve and review the complete details of the incident.
Inputs:
Incident ID
List Incidents
Description: List incidents from TOPdesk with optional filtering and pagination.
Purpose: Retrieve a list of incidents based on specific criteria for analysis or review.
Usage:
Select the "List Incident" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Specify the page size and incident fields to include.
Retrieve and review the paginated list of incidents.
Inputs:
Page Size
Incident Fields
Filters (Optional)
Search User via Email
Description: Search for a user's details in TOPdesk using their email address.
Purpose: Retrieve user information for reference or further communication.
Usage:
Select the "Search User via Email" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Provide the email address of the user you wish to search.
Retrieve and review the details of the user associated with the email.
Inputs:
User Email
Update Incident
Description: Update details of an existing incident in TOPdesk.
Purpose: Modify incident information, status, or assigned categories as needed.
Usage:
Select the "Update Incident" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Provide the updated incident details, including ID and new values.
Submit the update request to TOPdesk for processing.
Inputs:
Incident ID
Updated Fields and Values
Update Attachments to Incident
Description: Add new attachments to an existing incident in TOPdesk.
Purpose: Attach additional files or documents to an incident for reference or review.
Usage:
Select the "Update Attachments to Incident" action in Autom Mate.
Choose to use Vault-managed credentials for authentication.
Provide the incident ID where you want to add attachments.
Upload the new attachment content to the incident.
Inputs:
Incident ID
Attachment Content
Get Attachment
Description and Purpose
The Topdesk - Get Attachment action enables Autom Mate users to retrieve attachments associated with specific endpoints within the Topdesk system. This action is useful for automating processes that involve downloading or processing attachments related to tickets, incidents, or other entities within Topdesk.
By providing the Endpoint ID and selecting the appropriate endpoint type, users can fetch relevant attachments and use them for further processing.
Usage Instructions
Select App Credential
App Credential (Required): Select the credential that connects Autom Mate to Topdesk. Example:
This credential ensures secure access to Topdesk for retrieving attachments associated with the specified endpoint.
Provide Endpoint Type
Endpoint Type (Required): Select the endpoint type from the available options based on the entity whose attachments you wish to retrieve. The available endpoint types are:
Incident: Select this to retrieve attachments related to a specific incident in Topdesk.
Operator Changes: Select this to retrieve attachments associated with operator change activities.
Operator Changes Activity: Select this to retrieve attachments related to activities performed during operator changes.
Inputs
App Credential
Select the credential for connecting to Topdesk (e.g., Topdesk Demo).
Endpoint Type
Select the type of the endpoint: Incident, Operator Changes, or Operator Changes Activity.
Endpoint ID
Enter the unique ID of the selected endpoint (e.g., bf4bb732-e365-4ee9-8a48-8d416d59bf87)
Outputs
Output Body
An array containing the list of attachments for the specified endpoint. This could include file names, types, and other metadata.
Output Header
Contains metadata about the response, such as status, message, or other relevant details.
Example
App Credential:
Endpoint Type:
Endpoint ID:
Output Body (
GetAttachment_output_3346ff15b05b495287c6d1692f0cd859): The output will contain an array of attachment details like the file names, sizes, and other relevant data.Output Header (
GetAttachment_output_header_3346ff15b05b495287c6d1692f0cd859): The output will contain metadata such as the status of the request, the number of attachments retrieved, or any error messages if applicable.
Get Incident ProgressTrail
Description and Purpose
The TOPdesk - Get Incident ProgressTrail action enables Autom Mate users to retrieve the progress trail (history) of a specific incident in the TOPdesk system. This action is essential for retrieving and processing updates, status changes, and actions taken on an incident during its lifecycle. The progress trail provides valuable insights into the incident's history and can be used for reporting, decision-making, or auditing purposes.
By providing the Incident ID, users can retrieve all relevant details related to the incident's progress, including attachments, operator actions, and more.
Usage Instructions
Inputs
App Credential
Select the credential for connecting to TOPdesk (e.g., Topdesk Demo).
Incident ID
Enter the unique Incident ID for the incident whose progress trail you want to retrieve (e.g., M2506 0006).
Outputs
Output
The progress trail data for the specified incident, including updates, operator actions, attachments, and other relevant details.
Example
App Credential:
Incident ID:
Output Variable (
GetIncidentProgresstrail_output_bb773c8e5f164cd38356f7e978f100da): The output variable will contain an array of progress trail data, including file names, operators, timestamps, and attachment URLs.
Example Output
Output (Incident ProgressTrail Data):
Get Operator Change Activities
Description and Purpose
The TOPdesk - Get Operator Change Activities action enables Autom Mate users to retrieve operator change activities from the TOPdesk system. This action helps automate the process of fetching activities related to changes made by operators, such as role assignments, status updates, and other operator-specific activities. It is essential for tracking operator actions and is often used for auditing, reporting, and workflow processing purposes.
By specifying the Activity ID and using either the API GET method or a FIQL Query, users can filter and fetch the operator change activity details.
Usage Instructions
Select App Credential
App Credential (Required): Select the credential that connects Autom Mate to TOPdesk. Example:
This credential ensures secure access to TOPdesk for retrieving operator change activities.
Choose Method
Method (Required): Choose one of the methods to fetch data from TOPdesk:
API GET: Use this method to retrieve data from TOPdesk via a standard GET request. This method fetches data without additional filtering.
FIQL Query: Alternatively, you can use FIQL (Filterable Item Query Language) queries to filter the results based on specific criteria such as dates, statuses, or custom fields. This method allows you to narrow down the data retrieved based on more specific parameters.
🔹 Hint: If you want to refine the data or filter it based on certain criteria (such as status or date range), use the FIQL Query method.
Provide Activity ID
Activity ID (Required): Enter the unique identifier of the operator change activity you want to retrieve. Example:
This ID will be used to query TOPdesk and retrieve the details of the specified operator change activity.
Provide FIQL Query (Optional)
FIQL Query (Optional): If you selected FIQL Query as the method, provide the query string to filter the results. Example:
The FIQL Query allows you to narrow down the results based on specific criteria like dates, status, or other relevant fields.
Execute and Review
Run the action. After execution, the output variable will contain the operator change activities that match the provided Activity ID and FIQL Query (if used). The data can be used for reporting, further processing, or analysis.
Inputs
App Credential
Select the credential for connecting to TOPdesk (e.g., Topdesk Demo).
Method
Choose the method to fetch data: either API GET or FIQL Query.
Activity ID
Enter the unique Activity ID (e.g., WA2505 029).
FIQL Query
Optional query parameter to filter the results (e.g., query=plannedStartDate=ge=2025-05-01T00:00:00Z;processingStatus='ready_to_start')
Outputs
Output
The operator change activities retrieved from TOPdesk, including information such as activity ID, timestamps, operator actions, and other relevant details.
Example
App Credential:
Method:
Activity ID:
FIQL Query:
Output Variable (
GetOperatorChangeActivities_output_7750f8f4f6dd4a9c934ed0fb5c85d301): The output variable will store the details of the operator change activities, including actions, status updates, timestamps, and other metadata.
Example Output
Output (Operator Change Activity Data):
Get Operator Changes
Description and Purpose
The TOPdesk - Get Operator Changes action allows Autom Mate users to retrieve operator change activities from the TOPdesk system. This action helps automate the process of fetching data related to changes made by operators, such as role assignments, status updates, and other operator-specific activities. The data can be used for reporting, tracking changes, and decision-making within Autom Mate workflows.
By providing the Change ID, users can fetch relevant operator change details and utilize the data in further processing.
Usage Instructions
Select App Credential
App Credential (Required): Select the credential that connects Autom Mate to TOPdesk. Example:
This credential ensures secure access to TOPdesk for retrieving operator change data.
Provide Change ID
Change ID (Required): Enter the unique identifier for the change request whose operator changes you wish to retrieve. Example:
This ID will be used to query TOPdesk and retrieve the operator changes related to the specified change request.
Execute and Review
Run the action. After execution, the output variable will contain the operator changes for the specified change request. This data can be used for reporting, further processing, or analysis in subsequent steps.
Inputs
App Credential
Select the credential for connecting to TOPdesk (e.g., Topdesk Demo).
Method
Choose the method to fetch data (e.g., API GET).
Change ID
Enter the unique Change ID for the change request whose operator changes you want to retrieve (e.g., W2505 012).
Output
Select an object-type variable to store the retrieved operator change data.
Outputs
Output
The operator change activities retrieved from TOPdesk, including information such as activity ID, timestamps, operator actions, and other relevant details.
Example
App Credential:
Method:
Change ID:
Output Variable (
GetOperatorChanges_output_2ed9b7dc549d4df7b6794abb9820d0bf): The output variable will store the details of the operator changes for the specified change request, including actions, timestamps, and operator details.
Additional Tips
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