tips + tricks

Display URL on Extra Tab

From TOPdesk 4.3, you can publish an HTTP Request that has been created in the Action Explorer as an extra tab on the corresponding card. TOPdesks Support department often receives tips from customers concerning useful applications, which we will now share with you: Relevant Knowledge Items on Incident Cards To encourage service desk employees to use the TOPdesk knowledge base more often, a customer has created an HTTP Request that can be displayed directly on an extra Relevant Knowledge Items tab. This HTTP Request looks at the category and Object ID of the incident and searches for corresponding items in the Knowledge Base. In this way, the service desk can consult the Knowledge Base quickly before saving an incident, and that saves time. Suppliers Location via Google Maps Another customer has created an HTTP Request that uses Google Maps to display the location of a supplier on an extra tab of the Supplier card. Process Descriptions One of the Account Managers at TOPdesk has published process descriptions on extra tabs in his demonstration environment. In this case, they are ISM process descriptions, published on Mavim. By using this, service desk employees can easily search for procedures. If you would like to know how to install these HTTP requests, please contact our Support department.

Scheduling Reports
In TOPdesk Enterprise, from version 4.3, you can schedule reports. You can use this to save copies of a PDF or Excel file at regular intervals, so that you can look at the report when it suits you. You can also email the saved file to operators, operator groups or Self Service Desk users. How does it work? You can schedule a report from within the report itself. Once you have executed and saved a report, you will find the option Schedule at the bottom of the screen. You use this to create a new card and schedule the report. Please note that you must first be authorized to schedule reports. Scheduled report On the Scheduled Report card you then enter a few details of the report. For example, you can determine whether you would like to display the report in PDF or Excel format, when the file should be created, and whether you would like to save the file or send it by email. You can then find the saved or sent reports on subsequent tabs. Overview of scheduled reports Via the menu option Reports > Scheduled Reports you can see an overview of all scheduled reports.

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