Automatic creation of incident cards in TOPdesk after monitoring alert
Security-, Performance- and/or Pricing alerts just in time at the right stakeholder
The TOPdesk Connector uses monitoring apps like Azure Monitor and Microsoft System Center Operations Manager (SCOM) to retrieve alerts.
The TOPdesk Connector creates a bidirectional connection between the monitoring tool and TOPdesk.
Incident cards are created based on the information in the monitoring alert and assigned to the correct groups and people in TOPdesk.
Consider how important it is that a performance, identity and access or security alert, for example in Office365 or Active Directory, has to be followed up quickly. But also, that the manager is notified if a certain spending limit is exceeded. As a system administrator you use monitoring tools that generate specific alerts. In some situations this will have to be followed up immediately and become an incident in the service management process. As an administrator, you do not want to do this follow-up manually, because it takes a lot of time and is error prone. You want this process to be automated and it is your choice which notifications are immediately forwarded to TOPdesk. In this case, the TOPdesk Connector takes care of this process.
The TOPdesk Connector is used to integrate monitoring alerts (functional and IT) with the incident management process of TOPdesk. Integrating both worlds has two advantages: the support engineer or system administrator just has to focus on one list of incidents and the organisation gains insight into valuable information. The configuration of the TOPdesk Connector is flexible to give control about the degree of automated ticket generation.
Some examples of functional and IT alerts you can connect to TOPdesk incident cards:
-Suspicious logins on Office 365
-Data limits and costs for Azure subscriptions
-Moving of remarkably large data files
The connector will help to streamline the completion of the alerts generated by the monitoring solution according to the incident management process used for all other reported incidents. The TOPdesk Connector works bidirectional: Alerts generated will be visible in TOPdesk, and tickets that are being closed in TOPdesk will also be closed in the monitoring tool.
The installation of the TOPdesk Connector can be downloaded on our download page and all corresponding information can be found in our knowledge base. A trial version of the TOPdesk is available. Are you interested to see the Connector work and experience the added value? Contact us!
Integration of Azure and SCOM with the latest version of TOPdesk to combine the best of both.
Increased efficiency in alert handling
Alert information is added to TOPdesk incident cards; for example the source, severity, description and alert name
The TOPdesk incident card number is added after ticket generation
A mapping file to specify how information from the monitoring tool is added to the TOPdesk incident card
A SCOM management pack to monitor the correct working of the TOPdesk Connector
No e-mails, scheduled imports and copy / paste actions are needed to integrate both solutions
All functionality is supported like reports to get insight in the correlation between incidents and alerts
The TOPdesk Connector creates a bidirectional connection between TOPdesk and Azure Monitor and SCOM