A TOPdesk Support specialist provides a number of useful tips and tricks to help you get the most out of your TOPdesk environment.

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

2. Programme
·∙⋅ Automatic categorization.
·∙⋅ Operator settings and permissions.
·∙⋅ Custom default dashboards.
·∙⋅ Events and actions.
·∙⋅ Major Incidents.
·∙⋅ Updated by caller.
·∙⋅ Scheduled overviews.

3. Categorization using keywords
·∙⋅ Aim: quickly categorize incidents on the basis of
keywords.
·∙⋅ Method: assign standard categories and operators
to specific keywords.

4. Categorization using keywords

5. Operator settings and permissions
·∙⋅ Aim: distinguish between operators that need to do
different tasks.
·∙⋅ Method: user specific settings, and permissions.

6. Operator settings and permissions

7. Dashboards per operator group
·∙⋅ Aim: find reports and selections relevant to operator
group quickly.
·∙⋅ Method: default dashboards containing specific
(mandatory) reports and selections.

8. Dashboards per operator group

9. 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

10. http://help.topdesk.com/

11. Example: major incidents
·∙⋅ Aim: improve registration, resolution, and
communication of major incidents.
·∙⋅ Method: automated emails.

12. Example: major incidents

13. Case: major incidents, updates

14. Case: major incidents, closure

15. Case: major incidents, closure

16. 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

17. 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’

18. Example: updated by caller

19. Example: updated by caller
·∙⋅ http://topdesk:80/tas/secure/incident?
action=edit&unid=[-UNID-]
·∙⋅ &replacefield0=afhandelingstatusid&searchfield0=
naam&searchvalue0=CUpdated by callerc
·∙⋅ &save=true&validate=false
·∙⋅ &j_username=httprequest&j_password=*****

20. Datadict: map of TOPdesk database

21. Example: open own current incidents
·∙⋅ Open own current incidents in the SSD
·∙⋅ /tas/public/incidentpublic?action=ownincidents
·∙⋅ &selection=own
·∙⋅ &current=true

22. How to find the links

23. Example: scheduled overviews
·∙⋅ Aim: create a recurring overview for monitoring
purposes.
·∙⋅ Method: operations management triggering
automated emails.

24. Example: scheduled overviews
π

25. Log book actions
·∙⋅ Aim: create specific audit trails for important data.
·∙⋅ Method: log book action combined with selection to
find relevant cards.

26. Log book entries

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