Create/update Change
On this page is explained what configuration can be set for 1) creating a change and 2) updating a change. This page can be used together with the explanation about post functions.
Post function parameters
A TOPdesk change can be created automatically when an issue transitions through its workflow. We do this by adding a post function to a workflow transition.
When you add a TOPdesk post function, you can fill out certain parameters. Here is an overview of what these parameters do.
Create change
The create change parameters allow you to choose what kind of TOPdesk change will be created.
Field | Description |
Template | This is the change template that is used to create the change |
Fallback requester | The name of the fallback user to use to create the change. The post function will attempt to create the changed based on the logged in Jira user. In case this user is not found as a user in TOPdesk, the fallback user configured here will be used. |
If you only want to create a TOPdesk change under certain circumstances, leave this empty and add a conditional configuration.
Field mapping
Field mapping allows you to copy fields from the Jira issue to the TOPdesk change.
Field | Description |
Jira issue field | The Jira issue field to copy the value from (source) |
TOPdesk change field | The TOPdesk field to copy the issue to (destination) |
The following field types are supported:
String field
Option field
Datetime field
Date fields
Jira project field
Issuekey field
After you have selected the fields that you want to map, make sure to click on the Add field mapping row to apply the mapping.
Conditional configuration
The conditional configuration allows you to create a TOPdesk change based on the value of one or more issue fields. It also allows you to choose a template based on the value of the issue field(s).
To add a condition:
Click on the Add new condition button.
Click on the + icon for each condition.
This is where you add one or more rules for your condition.
Field | Description |
Issue field | The Jira issue field that you want to match on |
Value | The value that you want to match |
You can add multiple conditions to a single post function.
Update change
When the post function create change is used in a Jira workflow, you can add another post function to update this same change. This post function is called update change. This post function can be set on a workflow transition to update fields in the TOPdesk change.
It is important to keep in mind that post functions are set in a specific order. A new post function will automatically be placed before other post functions. With the update change post function it might be important to process this post function after other post functions. For example the post function that sets the status of the Jira issue:
Set issues status to the linked status....
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Update Change in TOPdesk
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