TOPdesk

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

Category

Case Management

Pack

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.