# 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 ](/userguide/product-features/management/vault.md)for secure authentication in TOPdesk operations. **Usage:** 1. Navigate to the Autom Mate [Vault ](/userguide/product-features/management/vault.md)section. 2. Click on "Add New Credential" to define a new credential. 3. 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. 4. 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 {% embed url="" %} ### 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** {% stepper %} {% step %} **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. {% endstep %} {% step %} #### 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. {% hint style="info" %} Make sure you select the correct endpoint type for the task at hand, as each endpoint type is tied to different kinds of attachments. {% endhint %} {% endstep %} {% step %} #### 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. {% endstep %} {% step %} #### 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. {% endstep %} {% endstepper %} *** #### **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** {% stepper %} {% step %} #### 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. {% endstep %} {% step %} #### 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. {% endstep %} {% step %} #### 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. {% endstep %} {% endstepper %} *** #### **Inputs**
FieldDescription
App CredentialSelect the credential for connecting to TOPdesk (e.g., Topdesk Demo).
Incident IDEnter the unique Incident ID for the incident whose progress trail you want to retrieve (e.g., M2506 0006).
*** #### **Outputs**
FieldDescription
OutputThe 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)**: ```json [ { "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** {% stepper %} {% step %} **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. {% endstep %} {% step %} **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. > {% endstep %} {% step %} **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. {% endstep %} {% step %} **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. {% endstep %} {% step %} **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. {% endstep %} {% endstepper %} *** #### **Inputs**
FieldDescription
App CredentialSelect the credential for connecting to TOPdesk (e.g., Topdesk Demo).
MethodChoose the method to fetch data: either API GET or FIQL Query.
Activity IDEnter the unique Activity ID (e.g., WA2505 029).
FIQL QueryOptional query parameter to filter the results (e.g., query=plannedStartDate=ge=2025-05-01T00:00:00Z;processingStatus='ready_to_start')
*** #### **Outputs**
FieldDescription
OutputThe 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)**: ```json 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** {% stepper %} {% step %} **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. {% endstep %} {% step %} **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. {% endstep %} {% step %} **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. {% endstep %} {% endstepper %} *** #### **Inputs**
FieldDescription
App CredentialSelect the credential for connecting to TOPdesk (e.g., Topdesk Demo).
MethodChoose the method to fetch data (e.g., API GET).
Change IDEnter the unique Change ID for the change request whose operator changes you want to retrieve (e.g., W2505 012).
OutputSelect an object-type variable to store the retrieved operator change data.
*** #### **Outputs**
FieldDescription
OutputThe 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. *** ### **Get Progress Trail** #### **Description and Purpose** The **TOPdesk - Get Progress Trail** action allows Autom Mate users to retrieve progress trail entries from TOPdesk for a given record. This includes memos, attachments, links, and emails that reflect changes and updates related to the selected endpoint. This action helps automate the tracking of communication, documentation, and operator updates by extracting detailed progress data from a selected resource. It supports use cases such as reporting, auditing, and workflow decisions. By providing a valid Endpoint and ID, users can fetch related progress trail details and utilize them in subsequent processing. *** #### **Usage Instructions** {% stepper %} {% step %} **Select App Credential** **App Credential (Required):** Select the credential that connects Autom Mate to TOPdesk.\ **Example:** ``` EditTopdesk Demo ``` This credential ensures secure access to retrieve progress trail data from TOPdesk. {% endstep %} {% step %} **Provide Endpoint and ID** **Endpoint (Required):** Select one of the available endpoints.\ Available options: * Operator Change * Operator Change Activities **Example:** ``` Operator Change Activities ``` **ID (Required):** Enter the unique identifier for the record whose progress trail you want to retrieve.\ **Example:** ``` W2505 012 ``` {% endstep %} {% step %} **Inline Images** Specify whether inline images should be returned. * Options: Yes / No * Default: No {% endstep %} {% step %} **Browser Friendly URLs** Enable browser-accessible download links. These links are valid for one hour. * Options: Yes / No * Default: No **Type:**\ Filter the entries by type. Available types: * Memo * Attachment * Link * Email **Example:** ``` EditMemo ``` {% endstep %} {% step %} **Execute and Review** Run the action. After execution, the output variable will contain the progress trail entries for the specified resource. This data can be used in further steps such as analysis, documentation, or audit logs. {% endstep %} {% endstepper %} *** #### **Inputs**
FieldDescription
App CredentialSelect the credential for connecting to TOPdesk (e.g., Topdesk Demo).
EndpointChoose the endpoint: Operator Change or Operator Change Activities.
IDEnter the unique ID of the record (e.g., W2505 012).
Inline ImagesWhether to return inline images (Yes/No). Default: No.
Browser Friendly URLsWhether to return browser-friendly URLs (Yes/No). Default: No.
TypeFilter by entry type (Memo, Attachment, Link, Email). Optional.
*** #### **Outputs**
FieldDescription
OutputThe progress trail entries retrieved from TOPdesk, including memos, attachments, links, etc.
### **Update Operator Change Activities** #### **Description and Purpose** The **TOPdesk - Update Operator Change Activities** action enables Autom Mate users to update existing operator change activity records in the TOPdesk system. This action supports automated modification of operator change details such as status updates, activity logs, or other metadata—allowing consistent and real-time synchronization of operational data between systems. By specifying an **Activity ID**, users can locate the relevant record and trigger an update, enhancing workflow precision and audit compliance within the Autom Mate ecosystem. *** #### **Usage Instructions** {% stepper %} {% step %} **Select App Credential** **App Credential (Required):**\ Choose the credential that connects Autom Mate to the TOPdesk system.\ \&#xNAN;*Example:* ``` Topdesk Demo ``` This ensures secure, authenticated communication with TOPdesk for data updates. {% endstep %} {% step %} **Enter Activity ID** **Activity ID (Required):**\ Specify the unique identifier of the operator change activity to be updated.\ \&#xNAN;*Example:* ``` 0774c5cd-921c-4aa3-a4a5-400f20f1a067 ``` The ID enables precise targeting of the record to be modified in TOPdesk. {% endstep %} {% step %} **Run the Action** Once executed, the system will automatically generate the required output variables. These will contain the response details and update status from TOPdesk, which can be used in downstream processing steps. {% endstep %} {% endstepper %} *** #### **Inputs** | Field | Description | | -------------- | --------------------------------------------------------------- | | App Credential | Credential for connecting to TOPdesk (e.g., Topdesk Demo) | | Activity ID | Unique identifier of the operator change activity to be updated | *** #### **Outputs** The system automatically generates the output variables for this action. | Field | Description | | ------------- | --------------------------------------------------------------------- | | Header Output | Captures response headers and status metadata from the update request | | Output | Contains the detailed response from TOPdesk, including result content | > **Note:** Both output variables are created by the platform and require no manual input during configuration. These objects are essential for subsequent steps such as logging, condition branching, or data analysis. *** #### **Example** * **App Credential:** ``` Topdesk Demo ``` * **Activity ID:** ``` r0774c5cd-921c-4aa3-a4a5-400f20f1a067 ``` * **Header Output Variable:**\ `OperatorChangeActivities_header_output_2f5dc48fd3bc4c6ea4532eda838c615e` * **Output Variable:**\ `OperatorChangeActivities_output_2f5dc48fd3bc4c6ea4532eda838c615e` These outputs are system-generated and provide structured access to the update result for continued use in the automation flow. ### **Update Operator Changes** #### **Description and Purpose** The **TOPdesk - Update Operator Changes** action allows Autom Mate users to update operator change records associated with a specific change request in the TOPdesk system. This action is designed to help users keep operator-related information—such as phase updates or operator assignments—accurate and synchronized as workflows evolve. By providing a **Change ID**, users can programmatically target and update relevant operator changes. This supports improved visibility, governance, and continuity across IT change management processes. *** #### **Usage Instructions** {% stepper %} {% step %} **Select App Credential** **App Credential (Required):**\ Choose a credential that connects Autom Mate to your TOPdesk instance.\ \&#xNAN;*Example:* ``` Topdesk Demo ``` This ensures a secure connection to access and modify operator change records. {% endstep %} {% step %} **Enter Change ID** **Change ID (Required):**\ Enter the unique identifier of the change request associated with the operator changes to be updated.\ \&#xNAN;*Example:* ``` W2506 017 ``` This ID enables precise targeting of the change record for updates in TOPdesk. {% endstep %} {% step %} **(Optional) Specify Active Phase** **Active Phase:**\ If required, provide the current phase of the change request. This can be used to control or filter the update logic depending on the workflow stage. You can also use data manager variables for dynamic assignment. {% endstep %} {% step %} **Execute the Action** Once executed, the platform will automatically generate output variables containing the result and metadata of the update operation. These outputs can be used for logging, branching, or further processing. {% endstep %} {% endstepper %} *** #### **Inputs** | Field | Description | | -------------- | ----------------------------------------------------------------------- | | App Credential | Credential to authenticate and connect to TOPdesk (e.g., Topdesk Demo) | | Change ID | The unique identifier of the change request to be updated | | Active Phase | Optional phase field to indicate the current step of the change process | *** #### **Outputs** The system automatically generates the following outputs: | Field | Description | | ------------- | ------------------------------------------------------------------------------------ | | Header Output | Captures the HTTP response metadata such as status codes and headers | | Output | Contains the response body from the update request, including status and change data | > **Note:** Both output fields are system-generated and should be mapped to object-type variables in your workflow for tracking and downstream automation. *** #### **Example** * **App Credential:** ``` Topdesk Demo ``` * **Change ID:** ``` W2506 017 ``` * **Header Output Variable:**\ `OperatorChanges_header_output_13cc1df3a8d64527830344a9e2f3019a` * **Output Variable:**\ `OperatorChanges_output_13cc1df3a8d64527830344a9e2f3019a`
These automatically populated variables will provide access to the update response and can be used in subsequent steps of the automation flow. ### **Upload Attachment** #### **Description and Purpose** The **TOPdesk - Upload Attachment** action allows Autom Mate users to upload one or more file attachments to specific records in TOPdesk. This is useful for enriching tickets, operator change records, or activity logs with contextual files such as screenshots, reports, or audit documents. The action supports attachment upload to three specific TOPdesk modules: * **Incidents** * **Operator Changes** * **Operator Change Activities** This enables flexible integration across IT operations workflows, ensuring documents are appropriately linked to their corresponding process entities. *** #### **Usage Instructions** {% stepper %} {% step %} **Select App Credential** **App Credential (Required):**\ Select a credential with access rights to the connected TOPdesk environment.\ \&#xNAN;*Example:* ``` Topdesk Demo ``` {% endstep %} {% step %} **Select Endpoint** **Endpoint (Required):**\ Choose the target module where the attachment should be uploaded.\ \&#xNAN;*Supported values:* * `Incident` * `Operator Changes` * `Operator Change Activities` > ⚠️ Ensure the selected endpoint aligns with the type of object you are attaching files to. > {% endstep %} {% step %} **Enter Endpoint ID** **Endpoint ID (Required):**\ Provide the unique identifier of the record you selected in the Endpoint field.\ \&#xNAN;*Example:* ``` bf4bb732-e365-4ee9-8a48-8d416d59bf87 ``` {% endstep %} {% step %} **Provide Attachment Content** **Attachment Content (Required):**\ The parameter should be a JSON array of file objects. Each file must include a name and a base64-encoded content string.\ \&#xNAN;*Format:* ```json [ { "file_name": "document.pdf", "file_content": "base64string" }, { "file_name": "image.png", "file_content": "base64string" } ] ``` {% endstep %} {% step %} **Execute the Action** When executed, the files will be uploaded to the specified record. The system will generate an output variable containing the response. {% endstep %} {% endstepper %} *** #### **Inputs** | Field | Description | | ------------------ | -------------------------------------------------------------------------------------------------- | | App Credential | Credential used to authenticate with TOPdesk | | Endpoint | Target module for the attachment (`Incident`, `Operator Changes`, or `Operator Change Activities`) | | Endpoint ID | Unique ID of the target record within the selected endpoint | | Attachment Content | JSON array of attachments with `file_name` and `file_content` | *** #### **Outputs** The system generates the output variable automatically. | Field | Description | | ------ | ---------------------------------------------------------------------------- | | Output | Contains the response from TOPdesk confirming upload status and file details | *** #### **Example** * **App Credential:** ``` Topdesk Demo ``` * **Endpoint:** ``` Operator Changes ``` * **Endpoint ID:** ``` bf4bb732-e365-4ee9-8a48-8d416d59bf87 ``` * **Attachment Content:** ```json [ { "file_name": "operator_change_notes.pdf", "file_content": "base64string" } ] ``` * **Output Variable:**\ `UploadAttachment_output_54f847d93fba4ebfa7389703a32357ca`\ This system-generated object variable stores the upload confirmation details. ## Additional Tips ### [**Use Cases**](/userguide/use-cases.md) ### [FAQ](/userguide/faq.md)
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