TOPdesk Integration

Create incidents and track issues.

TOPdesk is a service management solution, which includes first and second line incident management.

Functionality overview

TOPdesk integration lets you create incidents from TestMonitor issues. Each incident contains the TestMonitor issue name, description, status, impact, category, impact, and assignee. Incidents include attachments, as well.

When issues are sent to TOPdesk, a link back to TestMonitor is included. That link lets you check task progress

Setup requirements

  • You must have a TestMonitor administrator account.
  • You must have a TOPdesk account (with permissions to create incidents).

Installation and configuration

Obtaining the TOPdesk credentials

Before you run the integration, you need a TOPdesk application password. You can create an application password in the TOPdesk user menu.

Configuring the integration

After you obtain TOPdesk credentials, start TestMonitor integration. There are two integration options.

From the TestMonitor dashboard header:

  • In the top right corner of the dashboard, click the project selector next to the bell.

  • Select a project on the drop-down menu.

  • Click the project selector again and then click Project settings.

  • On the project Details page, click Integrations on the left menu.

  • Click the Connect button on the TOPdesk panel.

From the TestMonitor Settings page:

  • Click the Cog in the header. The Settings page displays.

  • On the left menu, click Projects.

  • Click the project you want to connect to TOPdesk. 

  • On the project Details page, click Integrations on the left menu.

  • Click the Connect button on the TOPdesk panel.

integrations

 
When you click the Connect button, a TOPdesk panel displays. Fill in the following fields:
  • TOPdesk URL: The web address for your TOPdesk instance (e.g. https://company.topdesk.net).
  • Username: Your TOPdesk username.
  • Application password: The TOPdesk application password that you created.
  • Automatic / manual: Automatic sends every issue to TOPdesk. Manual allows you to pick issues individually. 

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Click Save. When successful, the TOPdesk panel refers to your TOPdesk instance as connected.

Using the integration

If you choose automatic, TestMonitor sends all new issues to TOPdesk. You can view them in the TOPdesk incident overview. Each incident contains the TestMonitor issue name, description, status, impact, category, impact, assignee, and attachments. 
If you choose manual, you must go to the Details page of an issue and then click Send to TOPdesk button. The issue is now in the TOPdesk incident overview.   

When TestMonitor sends an issue to TOPdesk, the TOPdesk incident description contains a link to the issue in TestMonitor.

To view the issue in TOPdesk, go to the Issue Details page in TestMonitor and then select Open in TOPdesk.

Uninstalling the integration

There are two ways to uninstall the integration.

From the TestMonitor dashboard header:

  • In the top right corner of the dashboard, click the project selector next to the bell.

  • On the drop-down menu, select the project with the integration.

  • Click the project selector again and then click Project settings.

  • On the project Details page, click Integrations on the left menu.

  • Click the Disconnect button on the TOPdesk panel and then Delete to confirm.

From the TestMonitor Settings page:

  • Click the Cog in the header. The Settings page displays.

  • On the left menu, click Projects.

  • Click the project with the integration you want to disconnect. 

  • On the project Details page, click Integrations on the left menu.

  • Click the Disconnect button on the TOPdesk panel and then Delete to confirm.

When uninstalling the integration, links between the TestMonitor issues and TOPdesk incidents are removed as well. This cannot be undone.

Frequently asked questions

When I update the TOPdesk incident status, is the TestMonitor issue status updated as well?

Right now, TestMonitor doesn’t poll TOPdesk for any changes. This avoids status conflicts between the two systems. 
 

I am unable to connect to my TOPdesk installation. What should I do?

If you are unable to connect to TOPdesk please check the following:
  • Is your URL similar to https://company.topdesk.net?
  • Does the username you provided in the configuration correspond with your TOPdesk username?
  • Did you generate and use a TOPdesk application password?

Can I set up different TOPdesk instances for each project?
Yes, you can use a different TOPdesk environment for each TestMonitor project.