TOPdesk Plugin




Background

In tenfold, there are sometimes situations in which it is advisible or even necessary to outsource manual tasks that are part of a workflow to a ticket system. Examples of such situations include:

  • A task must be completed in a third-party application (for instance, creating a new account or assigning resources), but cannot be automated through a plugin. Either because the application does not provide an API or because developing a plugin for this edge case takes too much time and effort.

  • A request in tenfold requires manual action to complete. For instance, if an employee has requested hardware or a physical asset.


Required License

System Requirements

  • TOPdesk REST API version 3.0.4 or later
  • Change Management API version 1.3.4 or later




Advantages

With the TOPdesk plugin, you can enter manual tasks in tenfold as tickets in TOPdesk. Processes that cannot be automated via another plugin are modeled in this way. The ticket number is stored as a reference in tenfold. As soon as the ticket or modification has been closed in TOPdesk, the activity in tenfold is also closed.

This is useful because:

  • The process is documented thoroughly and consistently, which is of great use to audits because requests and workflows in tenfold are linked to the documentation of manual processing in TOPdesk.

  • No more media disruptions and no duplicate entries. tenfold regularly checks the status according to the ticket number and automatically closes the request when the TOPdesk ticket has been closed by the operator



The plugin settings can be adjusted easily via the interface.
Many elements are available out-of-the-box, such as standard templates for ticket texts, allowing for quick implementation.
If a ticket is closed in TOPdesk, this process is replicated in tenfold and the respective resource is marked as assigned.


Features

  • Generates incidents and changes
  • Reviews incident and change status information in order to complete or cancel tenfold requests
  • Create templates for incidents and changes – select template during provisioning
  • Several activities in tenfold can be grouped together and modeled within one ticket in TOPdesk. This way, several activities that logically belong together can be modeled in one incident/change in TOPdesk.
  • Create new operators
  • Update master data of operators
  • Lock and unlock operators
  • Archive operators (tenfold Delete)
  • Assign operator and permission groups


  • Automation: tenfold transfers changes made to operators and operator groups automatically. This saves time as manual actions are eliminated.

  • Reporting: Obtain an overview of which operators or operator groups have which permissions, or which permissions a specific operator or operator group has.

  • Profiles/Roles: Permissions can be grouped together with resources and permissions of other target systems and linked to organizational units. In this way, permissions are assigned to operators and groups automatically and withdrawn again in the event of a change. Learn more about roles in tenfold.

  • Approval workflows: Both single-step and multi-step workflows are supported.

  • Recertification: Data owners can regularly review permissions for operators or operator groups to ensure that they are up to date and mark obsolete entries for removal. Permission assignments are automatically removed by tenfold. Learn more about recertification in tenfold.

  • Auditing: Changes to permissions or operator groups are logged automatically. You can access historical data at any time and track which operator or operator group had access to sensitive data.

  • Integration of data owners: You can appoint people to be in charge of permissions who have the authority to approve requests and who must review these permissions regularly.





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