TOPdesk

Ensure efficient incident management by seamlessly connecting existing TOPdesk incidents and easily sending TestMonitor issues.

You might want to assign incidents to your team members in TOPdesk while at the same time supporting your test management through TestMonitor. In TestMonitor you can create issues, based on your test results, that include useful information to help resolve these problems. Instead of manually recreating them in TOPdesk and losing this information, you can set up an integration to automatically create incidents from TestMonitors’ issues. This allows you to take advantage of all the information links and reports available in your TestMonitor environment, whilst maintaining your incidents management in TOPdesk.

You’ll easily be able to trace back the link between TestMonitor issues and TOPdesk incidents and track their progress. You can decide to send all or just a selection of issues to TOPdesk based on your team's needs.

About TOPdesk

TOPdesk is a comprehensive service management platform that facilitates efficient IT, HR, and facility management processes. It offers a user-friendly interface, customizable workflows, and automation features to streamline service requests, incident management, and asset tracking across various organizational functions.

Features

Here's a list of features available for the DevOps integration:

• Send issues as incidents to TOPdesk
• Link existing TOPdesk incidents to issues in TestMonitor

Prerequisites

Before you can use this integration, make sure that you meet these requirements:

• You must either be a admin or have the project manager role in TestMonitor.
• You have an active TOPdesk account.
  
  • This account has permissions for incident management (create and update incidents).

When all these requirements are met, you can proceed with connecting to TOPdesk.

Connect to TOPdesk

Go to the Project Settings of the project you wish to set up an integration with. Once you have opened the project settings page:

1. Head over to the Integrations section and click on the TOPdesk panel.
2. In the top right corner, click on Connect. The connection wizard appears.
3. Fill the web address of your TOPdesk instance in the URL field (e.g. https://companyname.topdesk.net) and proceed to the next step.
4. Fill in the Username of your TOPdesk account.
5. Fill in the Application password that you've created in TOPdesk.
6. Click on Connect to complete the connection wizard.

You're now ready set up one or more features this integration has to offer.

Send issues to TOPdesk

By sending issues to TOPdesk from TestMonitor, teams can effectively prioritize and track problem resolution. This seamless integration allows for quick identification of issues, assignment to team members, and ongoing monitoring of progress.

To enable this feature, first, make sure you're connected to TOPdesk. Then, follow these steps to configure the send issues feature:

1. In the Issues panel:
   1. If you haven't configured the issues feature yet, click on Set up...
   2. When you've already configured the feature: click on Configure.
2. Enable the Send issues option in the first page of the wizard.
3. Proceed to the Send step and configure this option:
   • Send by default: Enables the Send to TOPdesk toggle as a default.
   • Branch: Optionally, you can pick a specific branch for your incidents.
4. Proceed to the Confirm step and click Finish to activate the Send issues feature.

You are now ready to send issues to TOPdesk.

Send new issues to TOPdesk

Once the Send issues feature has been enabled, you can send new TestMonitor issues directly to TOPdesk. Head over to your project's issue management and follow these instructions:

1. Click the Add Issue... button.
2. Fill in the issue's details.
3. Enable the Send to TOPdesk toggle.
4. Click Create to confirm.

Once the process is complete, your issue will be created and sent to TOPdesk. Within the issue overview, a small TOPdesk badge will display the TOPdesk incident number alongside the issue, serving as a direct link to the corresponding TOPdesk page. Simply click on the badge to navigate directly to the TOPdesk incident page for further details on the issue.

The TOPdesk incident name will be aligned with TestMonitor, and the description will include the following details:

• Description (TestMonitor)
• Status
• Priority
• Category
• Assignee
• Custom fields (and their values)

Before you begin

To set up the integration with TOPdesk, you must have an admin account in TestMonitor. 

In TOPdesk you must have permission to create incidents and you will need a TOPdesk application password. You can create an application password in the TOPdesk user menu.

Configuring the TOPdesk Integration

Go to the Project Settings of the project you wish to set up an integration with.

Once you are on the project settings page: 

1. Head over to the Integrations section and click the Connect button for TOPdesk.
2. Fill the web address of your TOPdesk instance in the URL field (e.g. https://companyname.topdesk.net).
3. Fill in the Username of your TOPdesk account.
4. Fill in the Application password that you created in TOPdesk.
5. Optionally, select a Branch that should be used for your incidents.
6. Select whether you want issues to be sent automatically or manually. 
   1. Automatically: Every time an issue is created in your project it will automatically be sent to your TOPdesk project.
   2. Manually: Every time you create an issue in your project, you will decide if it should be transferred to TOPdesk. When an issue is created, the issue detail page will show a button allowing you to send it. 
7. Select Connect to complete the integration. When successful, the TOPdesk panel refers to your TOPdesk instance as connected.

Using the Integration

If you chose for issues to be sent to TOPdesk automatically during setup, no extra actions are required. Once you create an issue in TestMonitor, an incident will be created in TOPdesk with no other work on your part. 

If you chose the manual integration at setup, you can go to the issue detail page of each issue you want to create an incident in TOPdesk for. The issue detail page will show a Send to TOPdesk button and the issue will be sent to TOPdesk.

The following issue fields and data from TestMonitor will be sent to TOPdesk for each issue whether manually or automatically sent:

• Name
• Description
• Status
• Priority
• Category
• Assignee
• Attachments

After issues are sent to TOPdesk a button Open in TOPdesk will display at the top right allowing you to view the issue in TOPdesk. 

Disconnect the TOPdesk Integration

If the TOPdesk integration is no longer required or your project comes to an end you can easily disconnect the integration. 

To disconnect the integration:

1. Go to the Project Settings of the project you want to disconnect the integration from. 
2. Navigate to the Integrations section and click the Disconnect button for TOPdesk.
3. Click Disconnect to confirm.

Troubleshooting

If you encounter errors involving the TOPdesk integration with TestMonitor, here are some steps you can take to troubleshoot the issue:

Inspect the integration log

The integration log assists in identifying the reasons for integration failures by listing all encountered issues while interacting with TOPdesk. To access the log, follow these instructions:

1. Open the integration page
2. Click on the link in the right panel that reports the number of integration issues.

Investigate the log entry by reviewing the error type and description. You can dismiss the error by clicking on the check button on the right.

Re-enable the integration

If an integration fails due to a communication error or glitch, re-enabling it on the integration page may resolve the issue. Test importing or sending a test object to ensure proper functionality.

Re-authenticate the integration

Your integration may have become disabled due to an authentication error. This could occur if the credentials used for authentication have expired or become invalid.

1. Click on the three-dotted menu in the top-right corner.
2. Select Re-authenticate...
3. Confirm your action and provide your credentials when asked.
4. Check if the problem persists by either importing or sending a test object.

Contact support

If these solutions do not resolve your issue, feel free to reach out to our support team for additional assistance.