TOPdesk API

Activating the API and feature flag in TOPdesk

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:

Activate KnowledgeBase API Feature Flag

Request access to knowledge base API form

On-premise: Activate KnowledgeBase API Feature Flag

Setting up Ebbot

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 Password section below for info on how to obtain this)

Settings

Full domain

The full domain for the TOPdesk environment.

Username

The username of the TOPdesk operator account you wish to use.

Password

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!

Send references to the GPT model

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>"

Result after successful scrape

An entry in the source would look like this:

Which articles are included?

Ebbot applies some filtering to the API call fetching the KB articles:

query=visibility.sspVisibility==VISIBLE;archived==false

This means that we are including KB articles that are visible in the SSP and not archived.

Example:

This article would not be included

Filter articles using query filters

Use TOPdesk filters to filter out (exclude) KIs from being imported into Ebbot. Read more about TOPdesk filter here under the section FIQL queries.

IP / Whitelisting

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.

Known issues

Feature flag not active

This status error message indicates that the feature flag isn't active for KB APIs:

{"detail":"Feature flag not active"}

User missing permissions

API user doesn't have access to KB API's:

To gain access, see the Activating the API and feature flag in TOPdesk section above.

Scraper can't reach host

Targeted host had not opened their firewall. IP to whitelist can be found above.

{"errno":-110,"code":"ETIMEDOUT","syscall":"connect","address":"143.131.145.133","port":443}, status: undefined, code: ETIMEDOUT, data: undefined