TOPdesk Ticketing Integration

Owned by Jonathan Bellard
Feb 29, 2024
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TOPdesk is a leading service management software provider that offers a comprehensive suite of tools designed to help organizations manage their IT services, facilities management, and HR support in an integrated manner. Its core functionality revolves around ticketing and incident management, enabling users to report issues, track the progress of their resolution, and manage communication between service providers and requesters. TOPdesk facilitates efficient workflow management, resource allocation, and service catalogue creation, making it a versatile solution for organizations looking to optimize their service delivery processes.

The decision to allow clients on our platform to export issues to TOPdesk for tracking their remediation is motivated by the desire to enhance operational efficiency and improve the overall service management lifecycle. This integration enables users to seamlessly transition from identifying vulnerabilities within our platform to managing the remediation process through TOPdesk. It allows for better coordination between teams, streamlined communication, and a centralized repository for tracking issue resolution progress.

By leveraging TOPdesk's ticketing system, clients can benefit from an organized and transparent approach to managing the resolution of security vulnerabilities. This integration supports a more structured remediation process, ensures accountability, and facilitates timely resolution of identified issues. It complements our platform's capabilities by providing an effective mechanism for actioning and monitoring the steps taken to mitigate risks, thereby enhancing the security posture of our clients.

In this article, you will find information on the following topics:

  • Set Up

  • Exporting Issues to TOPdesk

  • TOPdesk Issue Status

  • Regressing Issues

Set Up

To set up the TOPdesk integration, follow these steps:

  1. Access the Menu and navigate to Connected Accounts.

  2. Click on 'Configuration' under TOPdesk.

  3. Provide the host URL for your TOPdesk subscription (e.g., https://company.topdesk.com/).

  4. Enter your API key, which can be found within your TOPdesk profile page.

  5. Click 'Save'.

Once the connection is established, the platform will prompt you to map the platform’s threat levels with TOPdesk's priority settings. This mapping ensures that appropriate priority and urgency are applied when reporting issues between the platform and TOPdesk.

Exporting an Issue to TOPdesk

You can export issues from the platform to your TOPdesk project board through various interfaces:

  • Phase view

  • Individual issue view

To export a single issue, follow these steps:

  1. Navigate to Results on the Menu and select Issues.

  2. Click on the three-dots menu next to the desired issue.

  3. Choose 'Export to TOPdesk'.

  4. Confirm the Ticket Type, Source, and Group for the issue in TOPdesk.

  5. Click 'Export'.

The exported issue in TOPdesk will include the following information:

  • Link to the platform issue

  • Finding Title

  • Summary

  • Technical Details

  • Recommendation

  • Priority levels (assigned during setup)

  • Platform labels for easy tracking

  • Reporter details

Exporting Issues in Bulk

To export multiple issues in bulk, use the following method:

  1. Navigate to Results on the Menu and select Issues.

  2. Select multiple issues using the checkboxes.

  3. Click on 'Actions' in the top right-hand corner.

  4. Choose 'Export to TOPdesk'.

TOPdesk Issue Status

The platform provides real-time updates on the progress of each issue exported to TOPdesk. Within the corresponding Issue interface in the platform, a TOPdesk Ticket dialog is available in the top right-hand corner, displaying the current status of the associated TOPdesk ticket.

The platform tracks the progress of TOPdesk tickets and automatically marks an issue as remediated when the Resolution date is set and the status of the ticket is changed to Done.

Regress Issues

You can regress items via TOPdesk if the vulnerability status is ‘unverified remediation’.

This means, if issues have been marked as ‘done/resolved’ within TOPdesk by accident, they can be moved back to ‘in progress’, and the platform will be updated.

When a ticket is closed or reopened in TOPdesk, a comment is added to the platform’s respective vulnerability, so you are able to track for auditing and remediation purposes. For example, the comment will refer to the issue being set as remediated via TOPdesk.