TOPdesk

TOPdesk’s Enterprise Service Management software (ESM) lets your service teams join forces and process requests from a single platform.

Case Management · TOPdesk

Configuration parameters

  • url — Server URL (e.g., https://topdesk.mydomain/tas/) (required)
  • credentials — Username (required)
  • isFetch — Fetch incidents
  • max_fetch — Maximum number of incidents per fetch
  • first_fetch — First fetch time (<number> <time unit>, e.g., 12 hours, 7 days, 3 months, 1 year)
  • defaultCallerId — Default Incident Caller ID
  • fetch_query — The query to use when fetching incidents
  • incidentType — Incident type
  • mirror_direction — Incident Mirroring Direction
  • comment_tag — Comment Entry Tag
  • work_notes_tag — Work Note Entry Tag
  • file_tag — File Entry Tag
  • close_incident — Close Mirrored Cortex XSOAR Incident
  • close_ticket — Close Mirrored TOPdesk Ticket
  • insecure — Trust any certificate (not secure)
  • proxy — Use system proxy settings
  • incidentFetchInterval — Incidents Fetch Interval

Commands (26)

  • get-mapping-fields

    Returns the list of fields to map in outgoing mirroring.

  • get-modified-remote-data

    Gets the list of incidents that were modified since the last update time. This method is used for debugging purposes. The get-modified-remote-data command is used as part of the Mirroring feature that was introduced in Cortex XSOAR version 6.1.

  • get-remote-data

    Gets remote data from a remote incident. This method does not update the current incident and should be used for debugging purposes only.

  • topdesk-archiving-reasons-list

    Get list of archiving reasons.

  • topdesk-asset-update

    Update Asset Fields.

  • topdesk-assets-list

    Get list of assets.

  • topdesk-branches-list

    Get list of branches.

  • topdesk-call-types-list

    Get list of call types.

  • topdesk-categories-list

    Get list of categories.

  • topdesk-deescalation-reasons-list

    Get list of deescalation reasons.

  • topdesk-entry-types-list

    Get list of entry types.

  • topdesk-escalation-reasons-list

    Get list of escalation reasons.

  • topdesk-incident-actions-list

    Get list of actions of a certain TOPdesk incident.

  • topdesk-incident-archive

    Archive an incident in TOPdesk.

  • topdesk-incident-attachment-upload

    Upload an attachment to an incident in TOPdesk.

  • topdesk-incident-attachments-list

    Get list of attachments of a certain TOPdesk incident.

  • topdesk-incident-create

    Create an incident in TOPdesk.

  • topdesk-incident-deescalate

    Deescalate an incident in TOPdesk.

  • topdesk-incident-escalate

    Escalate an incident in TOPdesk.

  • topdesk-incident-unarchive

    Unarchive an incident in TOPdesk.

  • topdesk-incident-update

    Update an incident in TOPdesk.

  • topdesk-incidents-list

    Get list of incidents.

  • topdesk-operators-list

    Get list of operators.

  • topdesk-persons-list

    Get list of persons.

  • topdesk-subcategories-list

    Get list of subcategories.

  • update-remote-system

    Updates the remote incident with local incident changes. This method is only used for debugging purposes and will not update the current incident.