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Note: TOPdesk is a paid integration, additional costs are associated with this connection. Activating this integration is outside the existing service of Embrace. Please contact your account manager about this.
Embrace x TOPdesk
With this integration, users can:
- Consult notifications on the homepage via the TOPdesk widget
- Directly search information in TOPdesk using the Embrace search engine
Configuration
TOPdesk widget
For the incidents widget, a TOPdesk operator account is required with an API key and the correct rights:
- create a new operator account with, for example, the name
EmbraceOperator - create a new rights group with, for example, the name
EmbraceOperatorRights - assign the following rights to this new rights group:
- add the new operator (
EmbraceOperator) to this new rights group (EmbraceOperatorRights) - log in to TOPdesk with this new operator account (
EmbraceOperator) - go to user settings (top right (my settings))
- here you will find the application overview, click on add and create an application password here and give it a long validity (e.g. until 2030) to prevent the connection from breaking in the short term. The name of the application password does not matter and is not used elsewhere.
- save the application password carefully because it must be entered later in Embrace:
TOPdesk search plugin
For the search plugin, a TOPdesk person is needed (and the above operator).
- create a new person with, for example, the name
EmbracePerson - give this person a login in the self-service portal with the same name
EmbracePerson
General configuration
In Embrace environment management, the connection can be made under connections / TOPdesk.
The following data must be entered here:
| Field | Value |
|---|---|
| Root url of TOPdesk | URL of the TOPdesk environment. For example: https://client.topdesk.net. |
| Username of operator | Authentication details for the incidents widget. Enter the username of the operator account here (for example EmbraceOperator). |
| Application password of operator | Authentication details for the incidents widget. Enter the application password created here. For example: 2moxy-q26gp-mlojs-jjxx7-i4dji NOTE! Do not accidentally use the password of EmbraceOperator but use the application password! |
| Username of (normal) person | Authentication details for the knowledge base search plugin. Use the username of a reporter/person here (for example EmbracePerson). |
| Password of (normal) person | Authentication details for the knowledge base search plugin. Use the password associated with the reporter/person here. |
| Position on which the results are shown in search | This number determines the position in the search results where the results from TOPdesk will be shown. Experiment with this to find the right place. |
The configuration for TOPdesk is now complete and can be saved with the Connect button. Before saving, it will test whether the entered data is correct. If this fails, error information will be displayed on the screen.
Troubleshooting
- No incidents shown in widget
If after correct configuration (review the configuration steps above and set the rights as suggested) no results appear in the widget, first check whether the connection has been made and/or returns errors.
- Check if TOPdesk knowledge base results appear in the search results of the intranet. If yes, then the connection was successful. If no, then something is still wrong with the connection.
- Check the logs of Embrace. Do you get error messages back?
- Category/operator filters
If a client uses category filters/operator filters regarding visibility, then the EmbraceOperator account must also be able to see everything (depending on the notifications you want to have visible within Embrace).
If this is not set, you will not see results in the widget, you will not get error messages in the Embrace logs, but you will get results from the TOPdesk knowledge base in the search results on the intranet.