Automation

Anyone using TOPdesk Automatic Assignment in a larger teams?We’re looking at using the Automatically assign calls to operators feature, but I’ve come across two limitations I’d be interested in hearing how others have handled.1️⃣ Excluding certain operatorsOur Team Leads need to remain members of the operator group, but we don't necessarily want them included in the automatic assignment pool.Has anyone found a way to keep someone in the group while excluding them from auto-assignment?2️⃣ Configurable assignment limitsTOPdesk currently allows the assignment limit to be changed through a drop-down. It would be great if this could instead be an editable/configurable number, giving teams more control over workload thresholds.Interested to know how others are using this in practice. Have you found a workaround, alternative configuration or automation that achieves either of these?

we hebben de risk en impact analysis script in gebruik voor een extra tabblad dat dan direct een asset card weergeeft als tab dat als een formulier gebruikt wordt…Nu wil ik ook eenzelfde script gebruiken om een ander asset type te gebruiken die het implementatie plan weergeeft…  het problem zit em in de actie waarin bij het path het object_ID gebruikt wordt. /tas/secure/assetmgmt/card.html?action=edit&unid=[Object_ID.-ASSET_ID-]Is deze te vervangen door een andere call? bv door ${_card["name"]!} te gebruiken op één of andere manier?problem is nu dat ze botsen.en 2. hoe kan ik voorkomen dat beide tabs altijd te zien zijn. de event voorwaarden zijn gebaseerd op verschillende voorwaarden waarbij de ene tab voor één specifieke template geldt. en toch is de tab altijd zichtbaar

Have you ever noticed that your New Card or Edit Card events do not trigger when an incident enters TOPdesk via the mail import?That’s correct — and it makes sense. These events only trigger when an operator clicks the Save button, and that doesn’t happen with a mail import.Fortunately, this is easy to solve. With a small adjustment, you can still start automated actions as soon as an incident is created or updated through the mail import. Below we explain how to create such an event using Card date. Triggering an event after creating an incident via Mail import Create an event with the following settings:Active: checked Occurs with: Card date Condition: Creator of the Card equals the account used by the Mai limport Card date + interim: 1 minute after Date/time of creationThis event automatically runs 1 minute after an incident has been created via mail import. Triggering an event after updating an incident via Mail import For updates, use these settings:Active: checked Occurs with: Ca

Hi everyone!I’d like to know if anyone has used—or knows how to use—an automated method or API to link people to incidents.An interesting detail arises when importing emails as incidents: if the "CC" field in the email is populated (i.e., people are listed in the "CC" line), TOPdesk reads this information during the import and automatically creates the link.The link I am referring to here is not the "shared incidents" feature, but rather the link found in the OData `PersonIncidentLinks` table.What is my goal in automating this?With this information in `PersonIncidentLinks`, I can create an incident selection that checks the `PersonIncidentLinks` data to identify incidents shared with a specific person.

We have an event that triggers two separate automated actions to update an incident. Is there the chance of conflict/failure with this set-up?For example, the first task is updating an incident and the second fails to update because the first is in the process of updating. Is this a concern?

I was wondering if anyone has an example of an automated action or another solution for automatically attaching a KI as a comment in an incident and then closing the incident?

Just wondering if anyone has a way to obtain multiple successive approvals?  I have a situation where we have new policies that require multiple managers to approve them, in succession.   Thanks!

I am currently building an automation where I want to check the sender's email address and then automatically route the email to a specific operator. I have also set up rules for the subject line and the free-text field, and these two work perfectly when the system name (which I’ve named 'xxx') is entered.However, I can't get the automation to work when it has to look at the sender's email address and assign it to a specific operator.Does anyone know why it isn't working with the sender's email?<#if   (((_card["korteomschrijving"])!"")?contains("xxx")) ||  (((_card["omschrijving"])!"")?contains("xxx")) ||   (((_card["notities"])!"")?contains("xxx")) ||  ((.vars["target"].externalSenderEmail!"")?lower_case?contains("xxxg@xxx.dk"))>true</#if>

In some cases we want to create calls in TOPdesk using the incident API. If we know that a caller is registered, the callerLookup field works very nicely, also if we know that a caller is not registered, we use caller with email, dynamicName and branch.id.But what when we don’t know whether the caller is registered or not? When an external system used by both employees and external users shall POST a call, for example? Is there a way to create a call in one POST in such cases? 

We use Microsoft 365 to scan emails for spam, viruses, etc. Users get a notification from Microsoft if there are mails held in quarantine for them, and they can press a button to request the email is released. This sends an email to our Helpdesk mailbox and raises a ticket, but all these emails come from office365alerts@microsoft.com and not from the individual user. This is how we set TOPdesk to populate the caller details, based on text within the body of the message:We created a new email mailbox called quarantine@<domain name> and updated the Microsoft portal to send release requests to this address We created a new category of “Automated” and sub-category of “Quarantine” We created a new email connector to pull emails from the Quarantine mailbox and automatically assign these emails to the Automated/Quarantine category We created a new Action Event to be triggered when a new call is created with this category:We created a new Automated Action, triggered by the above event Th

Hi everyone,We’re building new automations where we would love to be able to map a date/time from something like a Self-Service Portal form through to the Planned Start Date on an approved Change Request.We’ve done quite a lot of work with the API and optional fields, so we can capture that date/time from the SSP form all the way through our workflow but the Planned Start Date field doesn’t look like it’s exposed via the API for edit on a Simple Change.Rather than this being a sneaky Product request to include it, I’m curious if others have found workarounds to a similar challenge? It looks like that field is exposed on Change Activities, so maybe that’s the best route for us to go… I haven’t been able to do that yet as everything we do today is built around Simple Changes.Thanks!

Previously, when an operator set a ticket to Waiting for user while the caller was absent, the status would immediately change back to Updated by user. This happened because the automatic reply email was imported, and TOPdesk interpreted it as a response. We imported emails automatically to determine whether a reporter was available.As of today, this issue has been resolved with a new action sequence . When an agent sets a ticket to Waiting for user, the system automatically checks via the Microsoft Graph API whether the caller has set an automatic reply.If so, an invisible action is added containing the absence period (start and end date, if specified) and the actual absence message.As a result, the status remains Waiting for user and the operator no longer receives unnecessary incorrect emails.Important to noteMake sure automatic reply emails are immediately moved to a separate folder that is not read by the mail import. Question for you:How do you handle these situations in your org

We have a couple of important events programmed to trigger on Card date a number of days after Date/time of change and a number of minutes after Closure date.We have been advised that this may fail so we “safeguard” by triggering again after an extra interval or two, like this:Still, in some cases none of these happen, and the event never triggers.Is this a known problem, and are there any more robust workarounds than just adding a lot of extra intervals?

Hi all  🙂Has anyone setup a TOPdesk MCP server, and if so have you found any helpful use cases for this?

Anyone else who builds functional blocks in for instance webhooks?As I’m creating a lot of webhooks that I use as functional blocks, I tend to pass around a lot of JSON. One of the implications is that want to retrieve values from these JSON hashes using variable paths.This little function has helped me a lot there:<#function getValueFromPath source={} path=""> <#assign parts = path?split(".")> <#assign current = source> <#list parts as p> <#if p?matches(".*\\[\\d+\\]")> <#assign key = p?replace("\\[\\d+\\]", "", "r")> <#assign idx = p?replace(".*\\[(\\d+)\\]", "$1", "r")?number> <#assign current = current[key][idx]!> <#else> <#assign current = current[p]!> </#if> </#list> <#return current></#function>There’s a multitude of ways to use this.One method I use a lot is to send an incoming body to my ‘Update Asset’ webhook which

We’re looking for a way to compare details of Automated Actions between our Production and Non-Production environments.Currently, we export every Automated Action via the GUI, and then compare the resulting JSON files.That comparison suffices.Does anyone know a method or trick to automate the exporting step?

Welcome to our community! We’re here to help each other work faster and easier. This week is all about saving time with TOPdesk—whether it’s small tweaks or smart workflows that make a big difference in your day.To kick things off, here’s a question for you:Which automation in TOPdesk saves you the most time—and why?We’d love to learn from your experience. Share your answer in the comments and keep it practical:Before/after: what did you do manually before, and what’s automated now? How to set it up: briefly describe the steps (trigger, macro, workflow). Impact: how much time or clicks does it save, and for whom? Pitfalls: what should others avoid—or definitely do?Tip: even small automations count—they often deliver instant wins.Let’s make each other better: feel free to tag someone who helped you or has a great example.🔒 Important: don’t share confidential information or customer data. Screenshots are welcome, but please anonymize them.

Wij hebben voor onze IT kavels (4) aparte mailimport folders zodat de juiste behandelaarsgroep cq coordinator wordt gezet bij mailimport.Wijzigingen importeren bij ons standaard als Voorlopige wijzigingsaanvraag. Nu loop ik hierop vast.Ik doe de query /tas/api/operatorChanges/${unid} en krijg de volgende respons:Response body: {"status":400,"errors":[{"errorCode":"Change type is not set. Please first set the change type before continuing","appliesTo":[]}]}Ik heb geen idee wat ik precies moet doen nu. Als ik het op een normale (dus niet voorlopige) wijzigingsaanvraag uitvoer krijg ik wel netjes respons.edit: ik snap de foutmelding, hij wil weten of het een eenvoudige of uitgebreide change is, maar zover is het proces nog niet..

I want to achieve the following:I have a webhook called wh-ar-00 which should receive a body with content-type ‘application/json’.I want to pass this body to another webhook wh-msg-00 which expects the following format:{  "source”: "WH-AR-00”,  "body”: ${_request.body}}As the _request.body is an extended hash, I need to transform this to a JSON string to pass it on. How do I do this with an extended hash?

If you work with both a test and a production environment, you used to have to manually adjust the URL in your action sequences each time. That was a lot of work and sometimes quite frustrating.Since 2023, TOPdesk has offered a solution for this: relative URLs.A relative URL contains only the part after the domain name. The rest is filled in automatically by TOPdesk.ExampleFull URL: https://company.topdesk.net/tas/api/persons/${id}Relative URL: /tas/api/persons/${id}By using relative URLs, your action sequences work more smoothly and require fewer adjustments.Want to learn more?You can find more information on MyTopdesk: https://my.topdesk.com/tas/public/ssp/content/detail/knowledgeitem?unid=7180b6a8d1184ac396a1fbf5943a03c1