Our ever-popular Tips & Tricks session is back. A Support specialist will provide a number of useful tips and tricks to help you get the most out of your TOPdesk environment.

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Tips & Tricks
Geoffrey Simpson

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Topics
· Tips and tricks in TOPdesk.
· Standard functionality.
Goal: provide ideas for getting more out of
your TOPdesk.

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Programme
· Track history of cards using events and actions.
· Internal and external HTTP-requests.
· Custom default dashboards.
· New features in TOPdesk 5.6 and 5.7.

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Events and actions introduction
· Events are the trigger
· Actions are what is triggered
· Powerful tool for streamlining processes
· Don’t overdo it; try to keep things simple

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Events and actions: logbook entries
Why?
• Track specific action or edits to cards in TOPdesk.
• Report on cards that match specific cases or
monitor red flags, by using selections.
• Log old information.

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Events and actions: logbook entries
Example
Create a logbook entry, one week after last change of
incident, to keep track of how frequently incidents are
inactive for too long.

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Events and actions: logbook entries
Event
- Event for Call Management - First Line Calls
- Occurs with Elapsed time
- 7 days After Date/time of change
- Only occurs when Closed is False

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Events and actions: logbook entries

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Events and actions: logbook entries
Other examples
· Log and report on changes of operator(group).
· Register changes to the action field.
Benefits
Keep better track of your data and improve
auditability.

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HTTP-requests
Why?
• Automate specific actions in your workflow.
• Show the relationship between data on currently
open card, and what’s already known.
• Facilitate processes for your operators.

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HTTP-requests – TOPdesk internal
How do they work?
• URL tells TOPdesk to do something
http://topdesk/tas/secure/
• Action: New, Edit, and Lookup
/incident?action=new
• Parameters specify what to do
&status=1&field0=verzoek&value0=Hello

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HTTP-requests – TOPdesk internal
Example
Use an HTTP-request in incident management to
show cards in problem management, where the
problem contains the incident categorization.

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HTTP-requests – TOPdesk internal
Problem search HTTP-request
· topdesk:80
· /tas/secure/problem?
· action=indexedsearch&tableid=10&status=&query
=U[Subcategory]u
· &gridstyle=tab&withouttopborder=true

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HTTP-requests – TOPdesk internal

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HTTP-requests – TOPdesk internal
· You can do the same thing with other card types,
such as knowledge items.
Benefits
Improve the sharing of knowledge on your service
desk.

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HTTP-requests – external sites
Example
Translate the contents of an incident to English using
Google Translate.

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HTTP-requests – external sites
Google translate
· translate.google.com:80
· /#auto/en/
· URequest:%0D[Request]%0D%0DAction:%0D[Actio
n_(all)]u

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HTTP-requests – external sites

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HTTP-requests – external sites
Example
Use an HTTP-request in incident management to
show the location of a linked object in Google Maps,
based on the postal code of the location.

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HTTP-requests – external sites
Google maps
· www.google.com:80
· /maps/place/
· U[Object_ID.Branch.Postcode_(Visiting)]u

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HTTP-requests – external sites
· Search in external websites.
· Exchange information with other systems.
Benefits
Based on information in TOPdesk, quickly find
relevant information.

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Customized dashboards
- Create dashboards to show useful information.
- Tailor your dashboards to push specific data.
- Specify who can see which data.
Benefits
Ensure that relevant users see correct information.

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Useful functionality
· User setting: ‘Invisible for caller’ default.
· 5.6: Language field
· 5.6: Update of call in the SSD changes incident
status.

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New in TOPdesk 5.7
· Actions in the web interface (all modules).
· Copy email actions.
· Password forgotten functionality.
· Limit export permissions to specific users.
· URL in form designer.
· Submit forms for colleagues.
· Change multiple plan board days simultaneously.

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Question time

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View this presentation online on
www.slideshare.net/TOPdesk
Geoffrey Simpson
g.simpson@topdesk.com