Additional configuration

Jira issue glance

When a TOPdesk incident or change is linked to a Jira issue, you can access its information in the Jira issue glance.

Where to find the TOPdesk glance

You can find the TOPdesk issue glance on the right-hand side of the issue. When no change or incident is linked, the TOPdesk glance will not be shown.

Information in the TOPdesk glance

When a user open the issue glance, they have access to information of the linked change or incident:

Change details

For linked changes, you can configure what fields will be displayed in the issue glance. By default, users have access to the following fields:

Brief description
Status
Change type / incident type
Created

You can show more or hide fields in the change details configuration:

Select > Apps.
Find TOPdesk Integration in the menu on the left and open Change details

You're now presented with the fields that are visible. You can hide fields and change the order of the fields. To add more fields, use the select button at the bottom of the page.

Incident details

For linked incidents, you can configure what fields will be displayed in the issue glance. By default, users have access to the following fields:

Brief description
Status (Note: This does not map to status in the TOPdesk ui, use processing status instead)
Processing status
Created
Creator
Last modified
Modifier

You can show more or hide fields in the incident details configuration:

Select ⚙️ > Apps.
Find TOPdesk Integration in the menu on the left and open Incident details

You're now presented with the fields that are visible. You can hide fields and change the order of the fields. To add more fields, use the select button at the bottom of the page.

Change External Number Field

Inside the Change settings you can configure a different optional field that will be used in place of the External Number field.

All currently configured post functions will be affected.

I.e. an old post function that created an Change when a Jira issue is created will now write the Jira Issue Key to the newly selected field {% endhint %}

Incident External Number Field

Inside the Incident settings you can configure a different optional field that will be used in place of the External Number field.

All currently configured post functions will be affected.

I.e. an old post function that created an Incident when a Jira issue is created will now write the Jira Issue Key to the newly selected field {% endhint %}