Create/update Incident
On this page is explained what configuration can be set for 1) creating an incident and 2) updating an incident. This page can be used together with the explanation about post functions.
Post function
A TOPdesk incident can be created automatically when an issue transitions through its workflow. We do this by adding a post function to a workflow transition.
The post function will automatically copy the title and description of the Jira issue to the TOPdesk incident. And it will fill out an external number that directs links the TOPdesk incident to the Jira issue.
Post function parameters
When you add a TOPdesk post function, you can fill out one parameter. Here is an overview of what this parameter does.
Field | Description |
Caller | This is the TOPdesk caller that creates the TOPdesk incident. |
Field mapping
Field mapping allows you to copy fields from the Jira issue to the TOPdesk incident
Field | Description |
Jira issue field | The Jira issue field to copy the value from (source) |
TOPdesk incident 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.
Update incident
When the post function create incident is used in a Jira workflow, you can add another post function to update this same incident. This post function is called update incident. This post function can be set on a workflow transition to update fields in the TOPdesk incident.
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 incident 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 Incident in TOPdesk
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