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:

Jira field types

• String field

• Option field

• Datetime field

• Date fields

• Jira project field

• Issuekey field

TOPdesk field types

• Text field

• Date 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:

1. Set issues status to the linked status....

2. .....

3. .....

4. Update Incident in TOPdesk