TOPdesk Inbound Integration

The iLert TOPdesk Inbound Integration helps you to easily connect iLert with TOPdesk.

With the iLert TOPdesk integration, you can create incidents in iLert based on TOPdesk event such as tickets or calls.

In iLert

Create a TOPdesk alert source

1. Go to the "Alert sources" tab and click Create new alert source

2. Enter a name and select your desired escalation policy. Select "TOPdesk" as the Integration Type and click on Save.

3. On the next page, a Webhook URL is generated. You will need this URL below when setting up the hook in TOPdesk.

In TOPdesk

In this guide we will use First Line Ticket service for the integration. You can use any other service to sync with iLert.

Create action sequences

1. Go to TOPdesk and then to Modules

2. Click on Action Management and then on Action sequence to add an action sequence

3. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new action sequence

4. In the Name section, enter a name eg. iLert Create Incident Action

5. In the Available section, ensure that the Active, Apply in the Self-Service Portal and Apply in the Operator's Section checkboxes are checked

6. In the Step 1 section Name field, enter a name e.g. ilert_create_incident

7. In the Step 1 section HTTP Method field, choose POST

8. In the Step 1 section URL field, paste the Webhook URL that you generated in iLert

9. In the Step 1 section Headers field, add Content-Type: application/json and Accept: application/json

10. In the Step 1 section Body field, copy and paste the following JSON payload

{
"eventType": "ALERT",
"incidentKey": "${naam}",
"summary": "${korteomschrijving}"
}

11. Optional: Add more entries to the request body to show custom information in an iLert incident. You can find more TOPdesk variables in the DataDict

For example: to add ticket caller to iLert incident details just add persoonid variable on the top-level of json body

{
"eventType": "ALERT",
"incidentKey": "${naam}",
"summary": "${korteomschrijving}",
"persoonid": "${persoonid}"
}

12. Click on Save

13. Go to Modules again

14. Click on Action Management and then on Action sequence to add an action sequence

15. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new action sequence

16. In the Name section, enter a name eg. iLert Create Incident Action

17. In the Available section, ensure that the Active, Apply in the Self-Service Portal and Apply in the Operator's Section checkboxes are checked

18. In the Step 1 section Name field, enter a name eg. ilert_resolve_incident

19. In the Step 1 section HTTP Method field, choose POST

20. In the Step 1 section URL field, paste the Webhook URL that you generated in iLert

21. In the Step 1 section Headers field, add Content-Type: application/json and Accept: application/json

22. In the Step 1 section Body field, copy and paste the following JSON payload

{
"eventType": "RESOLVE",
"incidentKey": "${naam}",
"summary": "${korteomschrijving}"
}

23. Click on Save

Create events

1. Go to Modules

2. Click on Action Management and then on Event to add a new event

3. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new event

4. In the Details section Name field, enter a name eg. iLert - Create Incident Event

5. In the Details section Active field, ensure that checkbox is checked

6. In the Details section Choose type field, choose New card

7. In the Linked actions section, choose the action sequence iLert - Create Incident Action that you created in the last step

8. Optional: You can choose another card type (e.g. Edit card) and add conditions or specifications for your use case (e.g. Status changed to "Open"). In this case an iLert incident will be created only if event conditions and specifications match.

9. Click on Save

10. Go to Modules again

11. Click on Action Management and then on Event to add a new event

12. On the modal window, choose a service you are interested in e.g. Ticket Management - First Line Ticket and click on Create new event

13. In the Details section Name field, enter a name eg. iLert - Resolve Incident Event

14. In the Details section Active field, ensure that checkbox is checked

15. In the Details section Choose type field, choose Edit card

16. In the Linked actions section, choose the action sequence iLert - Resolve incident that you created in the last step

17. Optional: You can add conditions or specifications for your use case (e.g. ticket was closed). In this case an iLert incident will be resolved only if event conditions and specifications match.

18. Click on Save

FAQ

Will incidents in iLert be resolved automatically?

Yes

Can I connect TOPdesk with multiple alert sources from iLert?

Yes, simply create more action sequences in TOPdesk.

Can I customize the incident messages?

Yes, any custom field will be shown in the incident details.