Q&A

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

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. 

Hello everyone, I am Niels from the TOPdesk Product Management Team. I am doing research into which use-cases are all covered by TOPdesk. Within the ESM space we tend to talk a lot about IT, facilities and HR but I know many of you have onboarded a lot of other teams as well. My question is, which other teams or departments did you onboard in TOPdesk as well? And how did you go about it? Was it a need for those teams or was it introduced to them? Thanks for your help and I hope I see you today during one of the webinars :)Niels UiterwaalGroup Product Manager TOPdesk

Hi there,We’re currently exploring how organisations handle translations for multilingual knowledge bases and incidents. Are you working with TOPdesk in multiple languages? We’d love to hear how you approach this.Who we’re looking forPeople who work with this on a daily basis, or have a good overview of how this process runs within their organisation Organisations that manage their knowledge base and/or incidents in at least two languages, using custom integrations (like DeepL) or handling translations manuallyWhat we’re hoping to learnHow translation responsibilities are organised within teams When and how knowledge articles and incidents get translated How you keep track of what hasn’t been translated yet And how AI could make this process easierWhat’s involvedA 30-minute online chat — pick a time that suits you via the link below. You'll be having the conversation with our designer and researcher: Florencia & Bhuvan.No preparation needed, we’re mainly interested in your current

I wondered how your organisations approached turning the features on. For example, was there any resistance or pushback, or concerns from teams like Information Security or Legal teams.We are a higher education institution, but I’d love to hear from others in HE but also other organisations.Also for those that have turned on the features, how have you found their usefulness and adoption. Thanks! 

Good morning Community,We have a few stock rooms for “unassigned computers” or “loan laptops”. When I look in these stock rooms I can only see a list of asset IDs, where it would be really helpful to see the assets’ summary info (make, model, computer name, etc). Has anyone come across this before and maybe found a work-around?Thanks in anticipationAlex

Hi all,I’d be interested to learn how others are utilising MFA when access TOPdesk, as an operator and SSP.  I would like to know how the end user experience is/was, what types of MFA you are using and if there are any NHS colleagues on here, if you’ve managed to adopt the NHS connect shared tenant as the source of MFA so your users are logging in with their NHS.net accounts? Thanks.

Other than the Active Operators Overview, has anyone successfully found a way of extracting additional data around Operator activity?For instance when they logged in, how long they are active etc.I have a manager from a different department who has a performance issue with one of their Operators where using TOPdesk is integral to their role.No answer is a bad one!!Thank you

Does anyone know of a way to search past events in asset management?  For example, if an asset is no longer assigned to a person, can you search all past events of all assets to find the event where that asset was initially assigned?

Is there a way to create a Forward Schedule of Change and a Change calendar feeding off of the change tickets? Currently we have to download the open changes and then manually manipulate the data - this takes up a lot of time when it would great to let TOPdesk do this for us.

Can anyone point me in the direction of how to select all recorded time registered against an operator and/or across all operationa records. I’ve been looking at reports and selects but there isn’t anything obvious I can see. Thanks

Are you also as annoyed as I am, about the missing reich text editor in change cards?It is SOOOO nice in the incidents and knowledge articles, that you can just copy/paste a screenshot into it without having to save the picture first, and then insert it.I asked for at status on this issue, and was asked to make a TIP on it so, I did.Please, if you are just as annoyed as me, then make at TIP on it too, the more requests the higher priority.//Vivi

Be gentle!We are new to Asset Management and have decided to start with adding our core and teaching software.What I cannot get my (non techie) head around is specifications and relationships.Can anyone explain to me in simple terms:how I create specifications how I accurately link software to a licenceI’ve tried following this guidance Asset Management but cannot seem to find all the steps to follow.Thank in advance

Is it possible to have any people that are in the CC line of an email automatically added to the incident in the “Share with Others” field in the caller section? We often have people email in and copy in their manager etc, but they are not added into the ticket unless we manually add them. Is there a way to auto add them when the ticket is created?

Hi All, One major issue we hit with logging items via the SSP is the ability for staff to log a ticket on behalf of another individual..  Sometimes this could be a PA for a Director, or a colleague logging an item for someone that isn’t able to get on the system.  Currently if we open this up to members of the same Branch(Office) or team - it allows everyone to see all tickets logged/open for that Branch (Office) or Team.  This is a major security breach for us as tickets could relate to personal items such as Workplace Adjustments etc or questions logged about a direct line reports activity. We really need this sorting, ideally anyone should be able to log a ticket against any other user, unless we specifically set the Caller field in an SSP form to not allow the value to be edited. Anyone have any thoughts on this?