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.
2. Join the conversation #ontour15
Topics
· Tips and tricks in TOPdesk.
· Standard functionality.
Goal: provide ideas for getting more out of
your TOPdesk.
3. Join the conversation #ontour15
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.
4. Join the conversation #ontour15
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
5. Join the conversation #ontour15
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.
6. Join the conversation #ontour15
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.
7. Join the conversation #ontour15
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
9. Join the conversation #ontour15
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.
10. Join the conversation #ontour15
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.
11. Join the conversation #ontour15
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
12. Join the conversation #ontour15
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.
15. Join the conversation #ontour15
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.
16. Join the conversation #ontour15
HTTP-requests – external sites
Example
Translate the contents of an incident to English using
Google Translate.
17. Join the conversation #ontour15
HTTP-requests – external sites
Google translate
· translate.google.com:80
· /#auto/en/
· URequest:%0D[Request]%0D%0DAction:%0D[Actio
n_(all)]u
19. Join the conversation #ontour15
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.
20. Join the conversation #ontour15
HTTP-requests – external sites
Google maps
· www.google.com:80
· /maps/place/
· U[Object_ID.Branch.Postcode_(Visiting)]u
21. Join the conversation #ontour15
HTTP-requests – external sites
· Search in external websites.
· Exchange information with other systems.
Benefits
Based on information in TOPdesk, quickly find
relevant information.
22. Join the conversation #ontour15
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.
23. Join the conversation #ontour15
Useful functionality
· User setting: ‘Invisible for caller’ default.
· 5.6: Language field
· 5.6: Update of call in the SSD changes incident
status.
24. Join the conversation #ontour15
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.