Event management

The exchange of information between employees of your service desk and with users is of great importance for the service you provide. The Event management module gives you control over your service and enables you to manage the exchange of information. Using events and actions you can determine who, when and how employees within your IT organisation are informed of changes.

What are events?

Events are moments that take place in TOPdesk. Events can be for example changing a certain field, moving an object within the organisation, creating a card or when a time limit is expired (target date is not made, contract expires, etc.). For every card in TOPdesk it is possible to define events and actions. These moments can be defined in the Event management module. This means that you can indicate the attributes of an event. After defining events you need to link one or more actions that must be carried out when an event takes place.

Actions

Actions take place in response to an event. This module distinguishes between four actions, namely sending an email message, automatically excecuting files, creating HTTP requests for calling up web applications and generating log files.

Advantages:

Gain better control of your service management
Generate actions from all cards and fields in TOPdesk
Include actions in the context menus for fields as specific action
Information from TOPdesk can be integrated to be used in actions

Sending email and executing files

One of the functionalities to ensure that contract with clients runs as successfully as possible is to send emails automatically. Using the Event management module you can send emails at specific moments. You can compose emails yourself and insert fields from the cards of TOPdesk, such as an incident number, the caller or an Object ID.

The Event management module can also automatically execute files, such as sending a Network Broadcast Message or opening an external program.

HTTP requests and log files

An HTTP request enables the exchange of data with for example (web)servers to take place. An common example of an HTTP request, is calling up a website. An application of an HTTP request in TOPdesk is for example searching in Google using search terms from certain fields in TOPdesk. Another example is calling up a route planner with the address data of your branch and the address data of the caller of an incident.

Indicating conditions

It is possible to further specify events. You can indicate for example that an email may only be sent when the incident concerns a malfunction on a server and when the status of an incident is changed to 'being processed'.