TOPdesk’s Event Management module lets you monitor your service management and control the flow of information between employees. Determine who is informed of changes within your organization, and at what time.
Events
Events are pre-defined moments that take place in TOPdesk. You determine an event’s defining characteristics, which is necessary to trigger events. Once an event has been defined, you can link it to one or more actions. An action can also be linked to several events.
The benefits of Event Management
The Event Management module is essential to safeguarding the quality of your services.
- Exert complete control over your service management
- Generate actions from all TOPdesk cards and fields
- Add actions to card context menus
- Include TOPdesk fields as action parameters
Actions
Actions are triggered by events. Four action types are available in TOPdesk:
- Executing files
- Sending emails
- HTTP requests for controlling web applications
- Generating log files
This module is available in the following packages:
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Sending emails and executing files
The Event Management module offers automatic email notifications, streamlining your customer contact. When composing the email content, you can enhance it with TOPdesk card fields, such as incident number, caller name and the ObjectID. This notification system provides optimal support for your processes.
You can also execute files automatically. For example, you could send a Network Broadcast Message or open a program. This also requires that you define an event. In doing so, TOPdesk differentiates between events triggered by performing an action in TOPdesk (such as saving a card), and actions triggered by time elapsing (such as breaching a target date).
You can define events and actions for each TOPdesk card. For instance, you can trigger actions by moving an object, rejecting a request for change or deleting a card.
It is also possible to create detailed event definitions. You can indicate that an email should only be sent when there is a server malfunction and the status is set as ‘in process’, for example.
