Topics

·∙⋅  Tips and tricks in TOPdesk.

·∙⋅  Standard functionality.

·∙⋅  Goal: provide ideas for getting more out of your TOPdesk.

Programme

·∙⋅  Automatic categorization.

·∙⋅  Operator settings and permissions.

·∙⋅  Custom default dashboards.

·∙⋅  Events and actions. ·∙⋅  Major Incidents.

·∙⋅  Updated by caller.

·∙⋅  Scheduled overviews.

Categorization using keywords

·∙⋅  Aim: quickly categorize incidents on the basis of keywords.

·∙⋅  Method: assign standard categories and operators to specific keywords.

Categorization using keywords

Operator settings and permissions

·∙⋅  Aim: distinguish between operators that need to do different tasks.

·∙⋅  Method: user specific settings, and permissions.

Operator settings and permissions

Dashboards per operator group

·∙⋅  Aim: find reports and selections relevant to operator group quickly.

·∙⋅  Method: default dashboards containing specific (mandatory) reports and selections.

Dashboards per operator group

Events and actions

·∙⋅  Events: the trigger in TOPdesk

·∙⋅  Action: often an email or http-request

·∙⋅  Useful for automating recurring actions.

·∙⋅  Try to limit their use

http://help.topdesk.com/

Example: major incidents

·∙⋅  Aim: improve registration, resolution, and communication of major incidents.

·∙⋅  Method: automated emails.

Example: major incidents

Case: major incidents, updates

Case: major incidents, closure

Case: major incidents, closure

Events and Actions: http-requests

·∙⋅  URL telling TOPdesk to do something http://topdesk/tas/secure/

·∙⋅  Action: New, Edit, and Lookup /incident?action=new

·∙⋅  Parameters specify what to do &status=1&field0=actie&value0=Hello

Example: updated by caller

·∙⋅  Aim: make calls updated in SSD visible in overviews.

·∙⋅  Method: use http-request to automatically set the status to ‘Updated by caller’

Example: updated by caller

Example: updated by caller

·∙⋅  http://topdesk:80/tas/secure/incident?action=edit&unid=[-UNID-]

·∙⋅  &replacefield0=afhandelingstatusid&searchfield0=naam&searchvalue0=\CUpdated by caller\c

·∙⋅  &save=true&validate=false ·∙⋅  &j_username=httprequest&j_password=*****

Datadict: map of TOPdesk database

Example: open own current incidents

·∙⋅  Open own current incidents in the SSD

·∙⋅  /tas/public/incidentpublic?action=ownincidents

·∙⋅  &selection=own

·∙⋅  &current=true

How to find the links

Example: scheduled overviews

·∙⋅  Aim: create a recurring overview for monitoring purposes.

·∙⋅  Method: operations management triggering automated emails.

Example: scheduled overviews

π  

Log book actions

·∙⋅  Aim: create specific audit trails for important data.

·∙⋅  Method: log book action combined with selection to find relevant cards.

Log book entries

View this presentation online on www.slideshare.net/TOPdesk

Geoffrey Simpson g.simpson@topdesk.com