Create/update Jira issue

To generate a pre-filled action sequence follow steps below. Once generated these action sequences be triggered in a couple of ways.

Create an action sequence

To make configuration easier, a Jira admin can download a pre-configured action sequence that can be imported directly into TOPdesk. This action sequence is pre-filled with required information such as authentication details.

To create a pre-filled action sequence:

  1. Login to Jira as an administrator.

  3. Open Action sequences under TOPdesk integration in the menu on the left.

  4. Click on the New action sequence button.

  5. Fill out the form and click save.

    1. Name: Choose a name that helps you recognize what the action sequence is for. This name will be added to the action sequence in TOPdesk and it will be used in the overview in Jira.

    2. Action sequence type: Choose the type of action sequence - create or update

    3. TOPdesk type: Choose the type of TOPdesk card that you want to use this with.

    4. Only applicable to the create action sequence:

      1. Jira project: Choose the project in which the issues are going to be created.

      2. Jira issue type: Choose the issue type for the issues that are going to be created.

  6. Download the action sequence and close the page.

These pre-filled action sequences contain authentication details. Don't share them with third parties that you don't trust. You can revoke access to an action sequence in the overview.

When the pre-filled action sequence is created, the integration generates an authentication key for you. This key is not saved on our servers, so we don't have access to it. When you create another action-sequence, a new key will be generated.

Import the action sequence

Here is how a TOPdesk operator can import the action sequence:

  1. Login to TOPdesk.

  2. Go to TOPdesk Menu > Modules > Action Management.

  3. Under New choose Automated Action.

  4. Choose the card type and select Create action.

  5. If you already know what Trigger you need you choose the appropriate Trigger (see: Trigger action sequence). This can also be configured at a later moment.

  6. Click on Configure the action at the bottom of the page.

  7. Click on Import an action in the middle of the page.

  8. Choose the action sequence you have downloaded before.

  9. Click on Finish your automated action at the bottom of the page.

If Topdesk gives the following error:

"The card can't be saved because of a syntax error."

make sure that the description field on the Configure the action page has a value

Trigger action sequence

An action sequence can be triggered by the following executions:

  1. Linked events

  2. Action sequence available in context menu

Linked Events

In TOPdesk you can configure events which can be used to automatically trigger actions. Events can be generic, such as the creation of a new card. Or they can be very specific, where the action is only triggered when the specific details of the event are met.

If you want to know how to configure linked events, contact your TOPdesk Customer success manager.

Context menu

Action sequences can be made available in the context menu of a field in TOPdesk. By clicking on the action sequence the action sequence is activated.

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