Q&A

Hi All,Is there an easy way to set up an approval to go to different people based on who is raising the request?We have multiple different sectors / departments which have different Finance Managers managing each one. I want to be able to point an approval to the right Finance Manager based on who is raising the request.ThanksCaz 

Via een e-mail actie verstuur ik naar een medewerker die uit dienst gaat een e-mail met de assets die op zijn/haar naam staan, via de Persoonskaart. Dit om de medewerker te verzoeken om de assets op de laatste werkdag in te leveren bij IT.Nu is een deel van deze assets wat zij daadwerkelijk moeten inleveren/afgeven zoals mobiel/sim, laptop, beeldscherm. En een deel wat niet ingeleverd hoeft te worden/kan worden zoals licenties maar ook de desktop die zij op hun werkplek gebruiken.Ik wil graag in de mail die ik stuur het onderscheid tussen deze verschillende assets maken en in de tabel van de assets aangeven of deze ingeleverd moeten worden of dat dit ter informatie is. Of in plaats van 1 tabel 2 tabellen tonen met 1 tabel wel inleveren en 1 tabel niet inleveren.Wie heeft er hier ervaring mee? Ik zit niet vast aan de e-mail actie als die via een andere weg ook kan.

Optional fields.How can we handle situations where a TOPdesk client is large, with multiple departments, and their custom configurations exceed the number of optional fields TOPdesk provides for the Change and Incident modules?The standard limit is just ten fields per type (text, date, drop-down list, etc.).Increasing this would be a major benefit for all clients and a significant advantage over ITSM competitors.At the very least, adding three more optional field tabs—bringing the total to five—would help. The current limitation is drawing negative feedback from teams. 

Hello, I'm trying to find a report that can shows a specific subcategory only, but finding it difficult. Wondering if there is a way for me to have a report that shows only currently open requests for a specific subcategory under a specific category. Alternatively, if there was a way to have a queue for the subcategory, that would also work.

TOPdesk’s AI features for knowledge management are all available now. Curious which one you reached for first.Whatever you picked, let us know in the comments. What has your experience been so far? And if you haven’t tried anything yet, what is getting in the way? 

 We are looking for a way to retrieve a complete audit trail through the API, including who made a change, what was changed, and when the change occurred. Is this information available via the History API, and are there any limitations regarding which events are recorded or accessible?

Hi All,Am I able to create multiple “Person Imports” to update the person card? I would like to have an import created that links to Entra and then have a 2nd Import that updates other information in the Person card? ThanksCaroline

Is there a way for an Operator to download all files attached to a call by a customer in one go?At present it seems that Operators can only download attachments one at a time?Thanks in advance!

Hi @all,I am wondering if there is any possibility to create a selection where I can Filter on sharee? I didn’t find a spot to get a list of tickets which were shared with me (and maybe other users).I didn’t wanna switch to SSP to look at the list of requests. I wanna use the selection on the operators page.Thanks a lot!🤘Thomas

Hoi allemaal,Weet iemand (of heeft iemand dit al ingericht) of het mogelijk is om via bezoekers zichzelf te laten aanmelden via een tablet binnen de bezoekersregistratie module in TOPdesk. En als dit kan wat zou hier dan voor nodig zij?Het zou dan gaan om vooraf opgegeven bezoekers die dan bevestigen dat ze er zijn of mensen die zich nog moeten aanmelden. Alvast bedankt.

How do you monitor and track actions that come out of a major Incident? We currently track everything on a spreadsheet, but I was wondering if there was a module within TOPdesk that would be suitable for this so that we can keep clear links between MI, Problem records and known errors.  ThanksCaz

Hoi allemaal.Wanneer ik een rapport wil inplannen kan ik via de knop meer kiezen voor inplannen. Ik kan dan alle velden invullen en de betreffende personen of behandelaars toevoegen.Wanneer ik daar iemand aan toe kan voegen kan ik die ingevulde kaart niet meer vinden en open ik dus altijd een nieuw in te plannen rapport.Kan ik ergens de kaart vinden die ik al heb ingevuld of kan ik ergens zien wie dit rapport al krijgt?

HI Everyone, Is there a way to merge tickets? We often get different people from our sites raising the same issue but we can’t find a way to merge the tickets so that all the information and resolution is on one ticket.

Hello everyone,we have a problem with the TOPdesk Self Service Portal.The portal is already set to the correct language. In our case, the language is German.However, some browsers still ask the user if they want to translate the website. This happens in Mozilla Firefox and also in Microsoft Edge.Both browsers show a translation dialog, even though the page is already displayed in German. This can be confusing for users, because they think the page is in the wrong language.The problem is only the browser translation prompt. The language setting in TOPdesk seems to be correct.Has anyone else seen this behavior in the TOPdesk Self Service Portal?Thank you! Best regards.

Is it possible to create a selection of changes where the planned date has been changed? I can't seem to find any criteria that would make this possible. 

Hi Everyone,Is there a way to update multiple tickets at the same time? I know we can use the closure wizard to bulk close tickets, but I would like to be able to bulk update fields with multiple tickets at the same time?ThanksCaz

I’m interested in learning how others are working with service requests in TOPdesk. Currently, we manage incidents in call management and service requests in change management. However, we are facing several challenges when working in the change management module, which has made me question whether this was the right approach for handling service requests.How do you handle service requests in TOPdesk? Which module do you use, and what are your experiences?

Before we switched to the new SSP, when users are creating a request there was an option in the top right hand corner to share the request with a colleague. But this seems to have disappeared with the new SSP?Is this by design or a fix that TOPdesk are waiting to resolve?We have had a number of users reporting this and at the moment we are asking people to use workarounds such as sharing the request under ‘My Requests’ after it has been created (where as before you could share it at the same time and creating it) or asking Operators to share it on their behalf.I noted there was another thread about sharing requests not showing for the person it has been shared with, so this seems to be another issue with regard to the SSP and sharing requests 

Curious how others are handling operational activities in the cybersecurity space — specifically when a review triggers a change.Our team has started logging preventative activities in Operational Activities, including monthly advisory reviews. When one of those reviews warrants a system change, we need a path into change management so our change control board can review it.The only route I've found so far is creating an incident off the operational activity and then converting it to a request for change. It works, but not optimal. Is that the path others are taking? Or has anyone found a better way to bridge operational activities into the change management workflow?

We have a mail import setup for emails from a security-related third party. They send in emails to a distribution list and a ticket is generated. Other recipients of the distribution group will often ‘reply all’ to the email directly which will create a number of duplicate tickets.I can’t see any settings in Import settings that could provide a solution. Our security team receiving the tickets asked about merging tickets with similar subjects, or after the 1st ticket is raised, no other updates come in.I just wondered if anyone had a solution around this?

Hi TOPdesk Community, I'd like to report an issue we've identified in the New Self-Service Portal (SSP) related to the search functionality for shared incidents.🔍 Issue descriptionWhen an incident is shared with another user (via the "Shared with" feature on the incident card), the shared incident does correctly appear in the recipient's "My Requests" page (/services/app/ssp/requests).However, when the same user tries to search for that incident using the SSP search bar — for example, by typing the incident number (e.g., C2508-3322) — the incident does not appear under the "Requests" tab in the search results.The search returns 0 results under Requests, even though the user has legitimate access to that incident through the share feature, and the same incident is visible in their "My Requests" list.🧭 Steps to reproduceAs Operator A, create or open an existing incident. Share the incident with End User B using the "Shared with" field on the incident card. Log in to the New SSP as End

Hi there! I’ve recently gone back to school and so needed to buy some books for class. It made me wonder:How many of my colleagues have done the same? Bought the same books?Does anyone on my office already have a book i need for my upcomming class?I saw an oppertunity to save the firm some money and create a sort of library of educational books. My initial thoughts were to add some kind of Tile in the self service portal, where a colleague can enter and look for at specific book, see who has it, or if it is free for borrowing. Ideally i want automation that sends out an email to the person who is next in line when the book becomes available. But that might be the 2.0 version of this.But yeah its an idea in the works, and i wanted to head if anyone has had the same thought or even implementet something like this?

Hi Gang,I was wondering if there is an easy way to get the URL of a specific asset in the asset management?Thanks in advance.René

Our test environment has suddenly received what seems to be a half-baked version of the new structure for the knowledge base. At least i assume this is a first step in launching https://tip.topdesk.com/c/18-structure-the-knowledge-base- - the change does not seem to be described in the release notes.For now, the ony change I am noticing is that all KIs containing other KIs change their name to FOLD- and get a new number. If this is the way this change is being implemented in environments, it is critical that we can manage this! We have important contents in some of the present “container” KIs, and if they suddenly change prefix and number it will not be good! 😬Also there are no settings for this visible as yet, for instance no possibility to customiza the FOLD- prefix.So what is the plan and stages for implementing https://tip.topdesk.com/c/18-structure-the-knowledge-base- ?

I need help to see the individual reservation history of assets when I choose an asset from Asset overview > asset types> then select the individual asset.  I have the history widget added, but that only shows me the changes made to the asset card. The asset is reservable in SSP and works correctly in the reservation module.