Using TOPdesk

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

We've all been there. A tricky incident comes in. Your team investigates, digs around, eventually finds the fix. The customer is happy, the ticket gets closed. Job done.Three months later, the same incident comes in. Different technician. Same investigation from scratch. Same fix, eventually.The knowledge existed. It just didn't survive the ticket closure.This is one of the most common patterns we see in service organisations, and it's easy to dismiss as a technical problem. Unstable system. Flaky integration. Vendor issue. But more often than not, it's a knowledge problem. The solution was found once, it just wasn't captured in a way that made it findable the next time.Every repeated incident is a signal. It's your service desk telling you: something worth knowing didn't make it into the knowledge base.The impact is bigger than it looks. Repeated incidents mean duplicated effort, longer resolution times, unnecessary escala

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.

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?

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!

Hi all, We are looking for an easier way to get overviews of SSP forms that are linked to a change template (and which template) and vice versa.Our current practice is using "SSP” in the titles of change templates so we can sort on this. In the notes section of the template we write down the name of the linked SSP form. However, this is error prone as one might forget, or updates on one or the other aren't processed and cause confusion. Does anybody have a more stable solution that doesn't depend on human perfection?As far as I know there is currently no option for an “automated” overview or export for linked templates and forms in TOPdesk. But if this is present, I gladly find out!Thanks for your input!

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 

Is there a way how I can get information about the first-time resolution rate by creating a filter etc. without creating a new report?The goal is to get an overview about how many tickets could be solved by the first Person who started working on the ticket and was able to change it to status “completed” without forwarding it to another person. So what I want to see the rate of : a ticket is received - Supporter 1 is starting working on it and Supporter 1 can solve the ticket and changes it to completed.

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 visib

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>

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

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

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? 

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

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