Using TOPdesk

TOPdesk en archivering conform ArchiefwetBinnen onze gemeente lopen wij tegen structurele knelpunten aan bij het gebruik van TOPdesk in relatie tot de Archiefwet en geldende archief- en informatienormen. Omdat wij vermoeden dat meer gemeenten en andere overheidsorganisaties hiermee te maken hebben (of gaan krijgen), leggen wij deze casus graag voor aan de TOPdesk community. Waar lopen wij tegenaan?De standaardfunctionaliteit van TOPdesk biedt naar onze ervaring onvoldoende ondersteuning om informatie correct, aantoonbaar en controleerbaar te archiveren én te vernietigen volgens wet- en regelgeving.Om toch aan onze wettelijke verplichtingen te voldoen, hebben wij in samenwerking met TOPdesk een maatwerkoplossing ontwikkeld op basis van queries (in 2021). Deze oplossing maakt het mogelijk om:gerichte selecties van informatie te maken; gegevens aantoonbaar en gecontroleerd te vernietigen;

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?

HiIn onze organisatie zijn diverse teams, die uit meerdere behandelaarsgroepen bestaan.Voor beheer, management, audittrail checks of nakomen SLA’s moeten er vaak overzichten komen van bijvoorbeeld van specifieke teams, over een specifieke periode, van specifieke wijzigingssoorten, etc.Ik werk nog niet zo heel lang met TOPdesk, en ik ondervind veel handmatig werk om hier in TOPdesk zelf, overzicht te krijgen, zonder hier een power BI dashboard voor te maken. Waar ik bijvoorbeeld tegenaanloop is dat bij ‘ uitgebreide wijzigingen’ er alleen in het ticket, een coordinator waarde is en geen behandelaarsgroep en er dan altijd een waarde uitkomt met bijvoorbeeld behandelaar onbekend of behandelaarsgroep onbekend. Zie onderstaand voorbeeld voor context. Er is ook geen realtime filter, dus dat maakt het dat er veel handwerk nodig is om een accuraat overzicht te krijgen per organisatorisch t

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

Release Notes:“TOPdesk for Microsoft Teams: The TOPdesk application for Microsoft Teams is now available. You can create TOPdesk calls directly from your Microsoft Teams chats and channels — find the app in the Apps section in Microsoft Teams.”Don’t forget to set your call field settingsFunctional Settings > Microsoft Teams > Entry Type = Microsoft Teams

Hoi allemaal,Ik weet nog uit de whatsapp community dat er ooit eens iets voorbij was gekomen over het afhandelen, het liefst geautomatiseerd van mails van ON2IT. Deze blijven namelijk maar mails sturen ipv te antwoorden op een ticket mail met daarin een ticket nummer. Hierdoor worden er dus een hele hoop (onnodige) tickets gemaakt over hetzelfde subject.Ik was eens benieuwd of er meerdere mensen zijn met dit issue zijn, en ook of er mogelijk iemand dit al geautomatiseerd heeft om deze mails te mergen op een logische manier. Een logische volgorde van aanpak zou volgens mij dan kunnen zijn:Van elk ticket van ON2IT kopieer het ticketnummer van hun uit de subject naar het externe nummer veld (middels KI 11963 heb ik deze stap al draaien en deze check laat ik doen 1 minuut na aanmaak ticket) Doe een check of er al een ander ticket bestaat met ditzelfde nummer in het externe nummer veld (2 of meer minuten na aanmaak ticket uit te vo

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? 

Hoi allemaal,Ik ben bezig om voor een specifiek team een actie reeks op te zetten die af moet gaan wanneer het team een 2 star rating krijgt. Deze stuurt dan een mail die vraagt om meer info waarom de rating zo laag is. Ik heb inmiddels een event gemaakt op een card edit die af gaat als de operator groep gelijk is aan die van dat team en wanneer de rating van leeg naar ingevuld gaat. Daarna heb ik een nieuwe automated action aangemaakt met een email stap erin met een custom conditie (op advies van TOPdesk support). De conditie die zij meegaven was deze:<#if _responses.NAAMGETINCIDENTSTAP.body.feedbackRating lte 2>true<#else>false</#if>Echter deze lijkt te falen (of ik doe iets verkeerd) dus met hulp van copilot ben ik nu tot de volgende gekomen:${_responses.NAAMGE

When your best service desk colleague hands in their notice — what actually walks out the door with them?We've all seen it happen. There's that one person on the team who just knows things. Which workaround fixes the issue with client X. Why the system behaves oddly on Friday afternoons. What actually happened during that major incident two years ago that nobody documented.They're not just good at their job. They are the institutional memory of your service desk.And when they leave? That knowledge leaves too.This is something we talk about a lot in the world of ITSM: knowledge drain. It's one of those problems that's easy to ignore until it bites you. Suddenly resolution times creep up. Escalations increase. New colleagues take months longer to get up to speed than they should. And nobody can quite put their finger on why because the reason retired along with the person who left.The uncomfortable truth is that most service organisa

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 

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

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.

Has anyone created SharePoint web parts to pull through news or service disruptions from TOPdesk?Without putting too much effort in I'm thinking it's going to be Odata feed or API or extending to a Microsoft list or Power BI feed; it might not even be that complicated but I thought it would be worth an ask to see if anyone else has done it and howthanks in advance

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

Beste TOPdesk community,Binnen de gemeente willen wij het change management proces optimaliseren. Dit willen wij onder andere doen door de vragen die wij op dit moment stellen aan systeem- en/of applicatiebeheerders scherper en beknopter te formuleren. Dit zijn vragen over bijvoorbeeld het testplan, implementatieplan, risico's en impact van de wijziging die doorgevoerd wordt.Graag zou ik in contact komen met mensen van organisaties waar dit proces goed en gebruiksvriendelijk staat ingericht en ons verder op weg kunnen helpen. Alle hulp is van harte welkom.Met vriendelijke groet,Suzanne ENGLISH:Our organisation is looking to improve our change management process. As part of this effort, we want to streamline the questions we ask system and application administrators when a change is submitted — making them more focused and easier to work with. These questions typically cover areas such as the test plan, implementation plan, potential r

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 Act

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!

Hi,We use Person Groups that are updated daily through a selection. In TOPdesk, however, you can only schedule this update once per day.We would like to refresh a Person Group multiple times per day - preferably via an API call that we can trigger from our data-integration platform.In the API documentation, I haven’t found a method to initiate such a recalculation or refresh.Has anyone implemented a solution for this? Or are others also looking for similar functionality?Benny.

We currently advertise our HR shared inbox email address with external suppliers (e.g. recruiters) which allows them to create tickets on TOPdesk for action by our HR team. We need to create a separate email template that simply acknowledges receipt of the email without including a link to the ticket (which we do for internal emails). Is there a way to create an event that is triggered based on domain?