tips & tricks - topdesk on tour 2015

Join the conversation #ontour15

Tips & TricksGeoffrey Simpson


Topics

· Tips and tricks in TOPdesk.

· Standard functionality.

Goal: provide ideas for getting more out ofyour TOPdesk.


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.


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


Events and actions: logbook entries

Why?

• Track specific action or edits to cards in TOPdesk.

• Report on cards that match specific cases ormonitor red flags, by using selections.

• Log old information.



Example

Create a logbook entry, one week after last change ofincident, to keep track of how frequently incidents areinactive for too long.



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



Other examples

· Log and report on changes of operator(group).

· Register changes to the action field.

Benefits

Keep better track of your data and improveauditability.


HTTP-requests

Why?

• Automate specific actions in your workflow.

• Show the relationship between data on currentlyopen card, and what’s already known.

• Facilitate processes for your operators.


HTTP-requests – TOPdesk internal

How do they work?

• URL tells TOPdesk to do somethinghttp://topdesk/tas/secure/

• Action: New, Edit, and Lookup/incident?action=new

• Parameters specify what to do&status=1&field0=verzoek&value0=Hello



Example

Use an HTTP-request in incident management toshow cards in problem management, where theproblem contains the incident categorization.



Problem search HTTP-request

· topdesk:80

· /tas/secure/problem?

· action=indexedsearch&tableid=10&status=&query=\U[Subcategory]\u

· &gridstyle=tab&withouttopborder=true



· You can do the same thing with other card types,such as knowledge items.

Benefits

Improve the sharing of knowledge on your servicedesk.


HTTP-requests – external sites

Example

Translate the contents of an incident to English usingGoogle Translate.



Google translate

· translate.google.com:80

· /#auto/en/

· \URequest:%0D[Request]%0D%0DAction:%0D[Action_(all)]\u



Example

Use an HTTP-request in incident management toshow the location of a linked object in Google Maps,based on the postal code of the location.



Google maps

· www.google.com:80

· /maps/place/

· \U[Object_ID.Branch.Postcode_(Visiting)]\u



· Search in external websites.

· Exchange information with other systems.

Benefits

Based on information in TOPdesk, quickly findrelevant information.


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.


Useful functionality

· User setting: ‘Invisible for caller’ default.

· 5.6: Language field

· 5.6: Update of call in the SSD changes incidentstatus.


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.


Question time


View this presentation online onwww.slideshare.net/TOPdesk

Geoffrey Simpson

[email protected]

tips & tricks - topdesk on tour 2015

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