+1In 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?
+4Hi Magne,
I think this depends on what you want to do when a POST is made with an unregistered caller.
If right now TOPdesk is configured to not automatically create a new person card, you should revert to logic with more steps, because it won't be possible in a single POST.
When automatically creating users is not an option or not something you want you can implement a two step solution in your action sequence. First, send the incident using callerLookup with the e-mail address. This will correctly link the incident if the person already exists. If this request fails (because the person does not exist and auto creation is disabled) you catch that and retry the same incident creation using the caller field instead, including other required fields like email, dyncamicName and branchId.
However, if you do allow TOPdesk to automatically create new person cards, you can make use of the callerLookup field. In this setup, you always send a single POST with just the email address in the callerLookup field. TOPdesk will then either match an existing person or create a new one when needed.
It checks for exisiting persons first, before reverting to the auto creation.
+1Thank you,
+4If this is something that poses difficulty you could also revert to a different solution:
For the system through which the call is posted, you create a generic user that is automatically assigned as the caller for the incident.
You could add steps to do the caller lookup, check if it's an existing person within TOPdesk and if so, patch the caller. If it's not, then you simply skip the step and keep the assigned generic user.
If you do need contact details in the case it's not an existing person, maybe you could add them to the request of the POST, so you still have them.
It might also be a possibility to overwrite the contact details of the generic user, like e-mail address, so you can send e-mails back from TOPdesk.
If you're still in need for a different solution, let me know in what direction you're looking!
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