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On this page
  • Introduction
  • What is TOPdesk?
  • Autom Mate Integration with TOPdesk
  • Using the Integration
  • Credential Management
  • Credential Usage
  • How To Use Actions
  • Create Incident
  • Get Incident Attachments
  • Get Incident Fields
  • Get Incident with ID
  • List Incidents
  • Search User via Email
  • Update Incident
  • Update Attachments to Incident
  • Get Attachment
  • Get Incident ProgressTrail
  • Get Operator Change Activities
  • Get Operator Changes
  • Additional Tips
  • Use Cases
  • FAQ

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  1. Libraries
  2. Integration

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:

  1. Click on "Add New Credential" to define a new credential.

  2. 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.

  3. 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:

  1. When setting up Autom Mate TOPdesk actions:

    • Select the option to use Vault-managed credentials.

    • Choose the desired credential from the Autom Mate Vault.

  2. Authenticate securely using the selected credential.

  3. 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:

  1. Select the "Create Incident" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Provide incident details such as title, description, and category.

  4. 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:

  1. Select the "Get Incident Attachments" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Provide the incident ID for which you want to retrieve attachments.

  4. 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:

  1. Select the "Get Incident Fields" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Specify the incident field(s) you wish to retrieve details for.

  4. 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:

  1. Select the "Get Incidents with ID" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Provide the incident ID you wish to query.

  4. 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:

  1. Select the "List Incident" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Specify the page size and incident fields to include.

  4. 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:

  1. Select the "Search User via Email" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Provide the email address of the user you wish to search.

  4. 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:

  1. Select the "Update Incident" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Provide the updated incident details, including ID and new values.

  4. 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:

  1. Select the "Update Attachments to Incident" action in Autom Mate.

  2. Choose to use Vault-managed credentials for authentication.

  3. Provide the incident ID where you want to add attachments.

  4. 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

1

Select App Credential

App Credential (Required): Select the credential that connects Autom Mate to Topdesk. Example:

Topdesk Demo

This credential ensures secure access to Topdesk for retrieving attachments associated with the specified endpoint.

2

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.

Make sure you select the correct endpoint type for the task at hand, as each endpoint type is tied to different kinds of attachments.

3

Provide Endpoint ID

Endpoint ID (Required): Enter the unique identifier of the selected endpoint type to retrieve its attachments. Example:

bf4bb732-e365-4ee9-8a48-8d416d59bf87

This ID will be used to query Topdesk and retrieve the attachments related to the specified endpoint.

4

Execute and Review

Run the action. After execution, the output variables will contain the attachment details for the specified endpoint, which can then be used in subsequent actions.


Inputs

Field
Description

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

Field
Description

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:

Topdesk Demo
  • Endpoint Type:

Incident
  • Endpoint ID:

bf4bb732-e365-4ee9-8a48-8d416d59bf87
  • 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

1

Select App Credential

App Credential (Required): Select the credential that connects Autom Mate to TOPdesk. Example:

Topdesk Demo

This credential ensures secure access to TOPdesk for retrieving incident progress details.

2

Provide Incident ID

Incident ID (Required): Enter the unique identifier for the incident whose progress trail you wish to view. Example:

M2506 0006

This ID will be used to query TOPdesk and retrieve the progress trail associated with the specified incident.

3

Execute and Review

Run the action. After execution, the output variable will contain the incident's progress trail, which can then be used in subsequent actions, such as reporting, saving to storage, or further analysis.


Inputs

Field
Description

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

Field
Description

Output

The progress trail data for the specified incident, including updates, operator actions, attachments, and other relevant details.


Example

  • App Credential:

Topdesk Demo
  • Incident ID:

M2506 0006
  • 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):

[
  {
    "description": null,
    "downloadUrl": "/tas/api/incidents/id/a6b7cf7a-68df-4cc8-bc29-d5752041b86d/attachments/54eb6ecc-3044-4964-adf4-9c1bc490e199/download",
    "entryDate": "2025-06-03T08:57:33.000+0000",
    "fileName": "sourcestructure.xml",
    "id": "54eb6ecc-3044-4964-adf4-9c1bc490e199",
    "invisibleForCaller": false,
    "operator": {
      "id": "33ff834c-f712-43a4-a586-1fb4a326068f",
      "name": "API Import"
    },
    "person": null,
    "size": 881
  },
  {
    "description": null,
    "downloadUrl": "/tas/api/incidents/id/a6b7cf7a-68df-4cc8-bc29-d5752041b86d/attachments/9cec6c88-a278-4812-8166-f2383a6adad6/download",
    "entryDate": "2025-06-03T08:57:33.000+0000",
    "fileName": "importdefinition.xml",
    "id": "9cec6c88-a278-4812-8166-f2383a6adad6",
    "invisibleForCaller": false,
    "operator": {
      "id": "33ff834c-f712-43a4-a586-1fb4a326068f",
      "name": "API Import"
    },
    "person": null,
    "size": 977
  },
  {
    "creationDate": "2025-06-03T08:57:32.140+0000",
    "entryDate": "2025-06-03T08:57:32.140+0000",
    "flag": 0,
    "id": "586c77d3-865e-4afc-950a-75c8a5fae9e9",
    "invisibleForCaller": false,
    "memoText": "Aangemaakt en afgemeld",
    "operator": {
      "id": "33ff834c-f712-43a4-a586-1fb4a326068f",
      "name": "API Import"
    },
    "person": null,
    "plainText": "Aangemaakt en afgemeld"
  }
]

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

1

Select App Credential

App Credential (Required): Select the credential that connects Autom Mate to TOPdesk. Example:

Topdesk Demo

This credential ensures secure access to TOPdesk for retrieving operator change activities.

2

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.

3

Provide Activity ID

Activity ID (Required): Enter the unique identifier of the operator change activity you want to retrieve. Example:

WA2505 029

This ID will be used to query TOPdesk and retrieve the details of the specified operator change activity.

4

Provide FIQL Query (Optional)

FIQL Query (Optional): If you selected FIQL Query as the method, provide the query string to filter the results. Example:

query=plannedStartDate=ge=2025-05-01T00:00:00Z;processingStatus='ready_to_start'

The FIQL Query allows you to narrow down the results based on specific criteria like dates, status, or other relevant fields.

5

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

Field
Description

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

Field
Description

Output

The operator change activities retrieved from TOPdesk, including information such as activity ID, timestamps, operator actions, and other relevant details.


Example

  • App Credential:

Topdesk Demo
  • Method:

API GET
  • Activity ID:

WA2505 029
  • FIQL Query:

query=plannedStartDate=ge=2025-05-01T00:00:00Z;processingStatus='ready_to_start'
  • 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):

jsonCopy{
  "activityType": "normal",
  "approvedDate": null,
  "archived": false,
  "assignee": {
    "groupId": "ab36f059-2d48-47f6-b51e-473345484d26",
    "groupName": "Joost test groep",
    "id": "b483652c-f3b6-40ab-9e2a-a095f86a3287",
    "name": "Alfred Goudriaan",
    "type": "operator"
  },
  "briefDescription": "ROL_5_act_2",
  "category": null,
  "change": {
    "id": "6cd18ee9-d459-4f7b-a1fc-601b6c083acd",
    "number": "W2505 012"
  },
  "creationDate": "2025-05-28T15:17:12+0000",
  "finalDate": null,
  "id": "1451973d-b1f0-4331-8f7e-558bf88ddd77",
  "lastModificationDate": "2025-05-28T15:17:12+0000",
  "number": "WA2505 029",
  "optionalFields1": {
    "text1": "",
    "text5": ""
  },
  "optionalFields2": {},
  "plannedChangePhase": "progress",
  "plannedFinalDate": "2025-05-28T15:17:12+0000",
  "plannedStartDate": "2025-05-28T15:17:12+0000",
  "processingStatus": "ready_to_start",
  "progressTrail": "/tas/api/operatorChangeActivities/1451973d-b1f0-4331-8f7e-558bf88ddd77/progresstrail",
  "rejectedDate": null,
  "rejectionReason": null,
  "requests": "/tas/api/operatorChangeActivities/1451973d-b1f0-4331-8f7e-558bf88ddd77/requests",
  "resolvedDate": null,
  "skippedDate": null,
  "startDate": null,
  "status": {
    "id": "dd16f541-3b18-49e4-aafc-3eaafe4dd5fb",
    "name": "Geregistreerd"
  },
  "subcategory": null
}

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

1

Select App Credential

App Credential (Required): Select the credential that connects Autom Mate to TOPdesk. Example:

Topdesk Demo

This credential ensures secure access to TOPdesk for retrieving operator change data.

2

Provide Change ID

Change ID (Required): Enter the unique identifier for the change request whose operator changes you wish to retrieve. Example:

W2505 012

This ID will be used to query TOPdesk and retrieve the operator changes related to the specified change request.

3

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

Field
Description

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

Field
Description

Output

The operator change activities retrieved from TOPdesk, including information such as activity ID, timestamps, operator actions, and other relevant details.


Example

  • App Credential:

Topdesk Demo
  • Method:

API GET
  • Change ID:

W2505 012
  • 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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Steps to define and manage credentials within the Autom Mate for secure authentication in TOPdesk operations.

Navigate to the Autom Mate section.

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