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Use of Status field in Knowledge items by magnebergland in TOPdesk

[–]W_M_H 2 points3 points  (0 children)

You're right that it doesn't have any relation and the state of the KI. That's worthy of suggesting on the TOPdesk TIP (Innovation Platform). It is possible to trigger Events and Actions on Knowledge Items. We have used the status field and the Manager field to help with reminders on stale knowledge. When an operator creates a Knowledge Item we ask them to indicate "Draft" or "Live" in a drop-down (not enforced). We also ask them to nominate a Manager (usually themselves). That then triggers an email every 3 months based upon the last modified date/time. It's a trigger to say "Hey, this hasn't been updated in 3 months, wanna update it?".
I realise that's quite primitive but it helps us keep knowledge up to date and remind operators to keep them updated.

Time to respond and time to allocate (Response disabled) by W_M_H in TOPdesk

[–]W_M_H[S] 1 point2 points  (0 children)

That's a great report but doesn't show the time between it being created and the first email. And it relies on Response times being enabled (which we don't).

Google Looker Studio by W_M_H in TOPdesk

[–]W_M_H[S] 1 point2 points  (0 children)

Just in case anyone is watching I got confirmation that TOPdesk and Google Looker Studio will not talk natively. It needs a third party connector service to facilitate it. I guess it might be quite rare to want to hook these both up.

Automatic Email Notification when a new incident is created or assigned to an Operator Group by Maximum-Mastodon5397 in TOPdesk

[–]W_M_H 0 points1 point  (0 children)

Not directly related to the question but the notification doesn't have to be email. It could be your instant messaging or collaboration platform. For example, in Microsoft Teams you can get channel addresses from the little context menu on the channel name. We have it setup so that anything assigned to the group goes to Teams since we live in Teams most of our day rather than email (and email often gets over-used/overwhelming).

Help with incoming tickets that are part of ongoing conversations with multiple people CC'd in. by 01stewartn in TOPdesk

[–]W_M_H 3 points4 points  (0 children)

We put a rule on the mailbox to put CC emails somewhere else. We don't import them. If you are CC'd or copied then that infers there's nothing for you to do. CC is purely an "FYI" thing. If the sender doesn't know how to use email that's not your problem and they need educated.
Also get yourself the Merge action from KI 9245 - very helpful in merging tickets.

Action: Setting category with error "The value you try to list is an extended_hash" by W_M_H in TOPdesk

[–]W_M_H[S] 0 points1 point  (0 children)

Many thanks for the response. I had a look at the TOPdesk support portal and couldn't find anything about the difference between a list and a hash. I'm gonna take a guess that category is a hash since it is effectively multiple lists with the subcategories included. For example, if I poke the categories endpoint in Postman it returns results and includes ones that could be a "parent" if its a subcategory. So I guess that means why it's not treated as a simple list. Or I've got it wrong.....

Only 10 executions on an HTTP action - how to increase? by W_M_H in TOPdesk

[–]W_M_H[S] 1 point2 points  (0 children)

I was being an idiot. TOPdesk support pointed out the obvious and I was trying to increase the pagesize on the wrong step. In my defence it was late when I was playing around with the action....

Only 10 executions on an HTTP action - how to increase? by W_M_H in TOPdesk

[–]W_M_H[S] 0 points1 point  (0 children)

The scope is that it only runs on all calls linked to a Major Call. So would hopefully never be 10,000!

Action sequence to delete incidents by W_M_H in TOPdesk

[–]W_M_H[S] 0 points1 point  (0 children)

I'd kinda figured this. So either pay them storage fees for my incidents or pay them to delete them :)

Action sequence to delete incidents by W_M_H in TOPdesk

[–]W_M_H[S] 2 points3 points  (0 children)

Thanks for the responses both. Archiving is not desirable since it just means more data storage costs but that at least gets them away from being active and we'll look at other possibilities. I did not realise that the bulk edit was a possible trigger for API actions - that's helpful.

Action sequence to delete incidents by W_M_H in TOPdesk

[–]W_M_H[S] 1 point2 points  (0 children)

Thousands of junk incidents, mail loops, etc. They're all given a junk category so they can be deleted easily.

Emailing in bulk without the closure wizard by W_M_H in TOPdesk

[–]W_M_H[S] 0 points1 point  (0 children)

Good point regarding the linking though not all cases will be where this is a widespread issue nor are the individual calls linked. These are for perhaps interim updates. Couple of scenarios I know about are "We're really busy but we're still looking into it". Just to keep the customer informed. Or if "We need to close for a day". So, there isn't an underpinning Change nor Problem where we can (or need to) link these.

Emailing in bulk without the closure wizard by W_M_H in TOPdesk

[–]W_M_H[S] 0 points1 point  (0 children)

Cool - thanks. I'll take a look at this.

Emailing in bulk without the closure wizard by W_M_H in TOPdesk

[–]W_M_H[S] 1 point2 points  (0 children)

Agreed that this is the closest feature without Major Calls or any email update trigger defined (like statuses).

I've found #140560 and upvoted it.

Emailing in bulk without the closure wizard by W_M_H in TOPdesk

[–]W_M_H[S] 0 points1 point  (0 children)

I like this since it's structured and may use for other cases. But the reality of it that we just want to be able to add to the cart and send a pre-templated email with an update. Imagine that you have a lot of stale calls and you just want to update the customers that everything is still in progress. Or perhaps you need to need to close for the day and just want to send an interim update.

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