TOPdesk on Tour 2014: Tips & tricks
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Transcript of TOPdesk on Tour 2014: Tips & tricks
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Topics
·∙⋅ Tips and tricks in TOPdesk.
·∙⋅ Standard functionality.
·∙⋅ Goal: provide ideas for getting more out of your TOPdesk.
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Programme
·∙⋅ Automatic categorization.
·∙⋅ Operator settings and permissions.
·∙⋅ Custom default dashboards.
·∙⋅ Events and actions. ·∙⋅ Major Incidents.
·∙⋅ Updated by caller.
·∙⋅ Scheduled overviews.
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Categorization using keywords
·∙⋅ Aim: quickly categorize incidents on the basis of keywords.
·∙⋅ Method: assign standard categories and operators to specific keywords.
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Categorization using keywords
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Operator settings and permissions
·∙⋅ Aim: distinguish between operators that need to do different tasks.
·∙⋅ Method: user specific settings, and permissions.
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Operator settings and permissions
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Dashboards per operator group
·∙⋅ Aim: find reports and selections relevant to operator group quickly.
·∙⋅ Method: default dashboards containing specific (mandatory) reports and selections.
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Dashboards per operator group
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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
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http://help.topdesk.com/
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Example: major incidents
·∙⋅ Aim: improve registration, resolution, and communication of major incidents.
·∙⋅ Method: automated emails.
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Example: major incidents
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Case: major incidents, updates
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Case: major incidents, closure
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Case: major incidents, closure
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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
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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’
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Example: updated by caller
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Example: updated by caller
·∙⋅ http://topdesk:80/tas/secure/incident?action=edit&unid=[-UNID-]
·∙⋅ &replacefield0=afhandelingstatusid&searchfield0=naam&searchvalue0=\CUpdated by caller\c
·∙⋅ &save=true&validate=false ·∙⋅ &j_username=httprequest&j_password=*****
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Datadict: map of TOPdesk database
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Example: open own current incidents
·∙⋅ Open own current incidents in the SSD
·∙⋅ /tas/public/incidentpublic?action=ownincidents
·∙⋅ &selection=own
·∙⋅ ¤t=true
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How to find the links
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Example: scheduled overviews
·∙⋅ Aim: create a recurring overview for monitoring purposes.
·∙⋅ Method: operations management triggering automated emails.
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Example: scheduled overviews
π
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Log book actions
·∙⋅ Aim: create specific audit trails for important data.
·∙⋅ Method: log book action combined with selection to find relevant cards.
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Log book entries