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
Steps to define and manage credentials within the Autom Mate Vault for secure authentication in TOPdesk operations.
Usage:
Navigate to the Autom Mate Vault section.
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 Incidents 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 Incident
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
Additional Tips
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