TOPdesk Inbound Integration
With the iLert TOPdesk integration, you can create incidents in iLert based on TOPdesk event such as tickets or calls.
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 this guide we will use First Line Ticket service for the integration. You can use any other service to sync with iLert.
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
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
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.
