Create incidents in TOPdesk from TestMonitor issues to support your incident management.


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.

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.

Integrations are configured for a project in TestMonitor. This means you can decide on a per-project basis if you need to set up an integration. 

Configuring the TOPdesk Integration

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

IntegrationsOnce 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.
  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.

Some projects have a wide variety of issues and you might find that not all of them need to be handled via your external incident management system. Decide which issues to transfer to TOPdesk by choosing a manual integration.  

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

Any custom fields from your issues will be sent to TOPdesk as well.

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. 

With an active TOPdesk integration you will also be able to activate the column TOPdesk on the issue overview page, which will show you if an issue was sent to 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.

Previously created incidents and their links to TestMonitor will still be available in TOPdesk.