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    TOPdesk Enterprise Service Management - Create Ticket
    • 23 Feb 2025
    • 3 Minutes to read
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    Contents

    TOPdesk Enterprise Service Management - Create Ticket

    • Updated on 23 Feb 2025
    • 3 Minutes to read
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    Article summary

    TOPdesk Enterprise Service Management - Create Ticket creates a ticket in TOPdesk and attaches a .csv file of:

    • Assets returned by the selected query or assets selected on the relevant asset page.

    See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

    Note:

    Required Fields

    These fields must be configured to run the Enforcement Set.

    • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
    • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

    • Use stored credentials from TOPdesk Enterprise Service Management adapter - Select this option to use credentials from the adapter connection. By default, the first connection is selected.

      • When you select this option, the Select Adapter Connection drop-down becomes available. Select the adapter connection to use for this Enforcement Action.
      Note:
      To use this option, you must successfully configure a TOPdesk Enterprise Service Management adapter connection.

    • Incident Type - Select the TOPdesk Incident Type.

    • Caller Email - Specify the caller's email address.

    • Compute Node - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

    Additional Fields

    These fields are optional.

    Note:

    In order for TOPdesk tickets to be created correctly, you have to make sure you fill in the parameters with existing options exactly as they appear in TOPdesk.

    Connection and Credentials

    When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

    • Host Name or IP Address – The hostname of the TOPdesk server. Required when there is more than one connection.
    • User Name or Application Name – Specify the User Name or Application Name. Required when there is more than one connection.
    • Password - Enter the password for the account used to access TOPdesk.
    • Verify SSL (optional) - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.
    • HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.
    • Brief Description - Enter a brief description to add to the ticket.
    • Request Details - Enter the request details. This field fills the large text box in the TOPdesk ticket creation page.
    • Add results to request details - Select this option to add the results of the action to the Details field in the TOPdesk incident.
    • Entry - The method of entry. The parameter must exactly match an existing option in TOPdesk.
    • Call Type - Enter the call type exactly as it appears in TOPdesk.
    • Category - Enter an incident category exactly as it appears in TOPdesk.
    • Subcategory - Enter an incident subcategory exactly as it appears in TOPdesk.
    • Object ID - Enter an object ID. The parameter must exactly match an existing option in TOPdesk.
    • Impact - The impact level of the problem that is the basis of the ticket. The parameter must exactly match an existing option in TOPdesk.
    • Urgency - The urgency level of the ticket. The parameter must exactly match an existing option in TOPdesk.
    • Priority - The priority of the ticket. The parameter must exactly match an existing option in TOPdesk.
    • Operator Group - Enter an operator group exactly as it appears in TOPdesk.
    • Operator - Enter an operator name exactly as it appears in TOPdesk.

    Required Permissions

    The stored credentials, or those provided in Connection and Credentials, must have permission to perform this Enforcement Action.

    Version Matrix

    This adapter has only been tested with the versions marked as supported, but may work with other versions. Please contact Axonius Support if you have a version that is not listed and it is not functioning as expected.

    VersionSupportedNotes
    Topdesk API v3 and higherYes

    For more details about other Enforcement Actions available, see Action Library.

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