TOPdesk is an IT Service Management application used for incident, change and problem management; room reservations and more. It also contains functionality for a self-serivce portal (SSP) and a knowledge base (KB). Organizations using the SSP are directing users to the SSP for all kind of questions, with answers in the knowledge base. By integrating SelfGuide with the TOPdesk KB, the best of both products can be used. Users have one place to find answers, requests changes, etc. using the TOPdesk SSP and to gain answers using SelfGuide Instructions.
The TOPdesk KB integration is optional and by default disabled. Using the integration requires preparation in TOPdesk, after these preparations, the integration can be enabled by contacting email@example.com.
The required preparations results in an TOPdesk operator with permissions to edit the knowledge base using the REST API.
The details for the above steps can be found below. Based on the TOPdesk design and configuration, steps might differ from the description below. If there are any questions, contact firstname.lastname@example.org.
TOPdesk KB items require a minimum of one translation, more are possible. SelfGuide supports using the English and Dutch translation, verify if at least one of both is available. If not, add the languages so KB items can be created.
The TOPdesk KB API is required but disabled by default due to being a Labs feature. Enable the API, for more information see Knowledgebase-api | TOPdesk API.
Adding, updating and archiving KB items requires permissions in TOPdesk. Based on a 'least privileges' principle, create a new permission group with the leas required permissions:
To be able to authentication and receive permissions, an operator account is needed. Create a new, dedicated, account for SelfGuide using the steps below:
The operator is created and has permissions to edit KB items. Authentication on the API requires the operator to have an application password. Follow the steps below to create a new application password for the created operator account:
Contact support (email@example.com) to enable the TOPdesk KB integration, supply the information below: