TOPdesk API
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Before you're able to access the TOPdesk KnowledgeBase API's, the TOPdesk instance needs to have access to the Knowledge Management API, and a feature flag has to be activated for the TOPdesk environment. For information on how to do this, please visit the links below (My TOPdesk)
SaaS:
On-premise:
When the APIs are active and ready to go, its time to do some initial setup in Ebbot.
Go to EbbotGPT -> Knowledge
Click the tab Sources and click the green Create new! button on the right side of the page.
Give the source a name and enter your TOPdesk instance domain, the username of a user with access to the TOPdesk KnowledgeBase, and the user's application password. (See below for info on how to obtain this)
The full domain for the TOPdesk environment.
The username of the TOPdesk operator account you wish to use.
The API key you've created for the TOPdesk operator account which can be created by going to "My Settings) (in the TOPdesk operator portal):
Click on "Add", fill out an "Application name", set an expiration date and then click on "Create".
Save the application password, it will only be shown once!
If this setting is enabled, the eGPT model will also receive the fields "operatorUrl", "operatorUrl", and the knowledge article "id". Where the idea is that you could prompt the persona to for example say: "<content>...you can read more here: <operatorURL>"
An entry in the source would look like this:
Ebbot applies some filtering to the API call fetching the KB articles:
This means that we are including KB articles that are visible in the SSP and not archived.
Example:
To ensure the Ebbot Platform can access your TOPdesk environment, please add the following IP address to your firewall whitelist: 141.94.175.178/32.
This status error message indicates that the feature flag isn't active for KB APIs:
API user doesn't have access to KB API's:
{"errno":-110,"code":"ETIMEDOUT","syscall":"connect","address":"143.131.145.133","port":443}, status: undefined, code: ETIMEDOUT, data: undefined
To gain access, see the section above.
Targeted host had not opened their firewall. IP to whitelist can be found .
