TOPdesk Incidents

TOPdesk Incidents connects Drupal Webform submissions with the TOPdesk incident API. It allows site administrators to configure reusable TOPdesk teams and automatically create incidents from submitted webforms.

The module retrieves TOPdesk reference data directly from the API, allowing incident settings such as categories, priorities, operator groups, impact, urgency, processing status, and other TOPdesk values to be configured using the values available in the connected TOPdesk environment.

Features

• Creates TOPdesk incidents from Webform submissions.
• Provides reusable TOPdesk team configuration.
• Integrates with Webform through a configurable Webform handler.
• Supports mapping a Webform email element to the TOPdesk caller email.
• Supports TOPdesk incident status and processing status.
• Supports caller branch configuration.
• Supports category, call type, entry type, priority, duration, operator group, impact, and urgency.
• Retrieves TOPdesk reference data directly from the configured TOPdesk API.
• Provides an alter hook for modifying the incident payload before it is sent to TOPdesk.
• Uses Drupal services and dependency injection and is designed for Drupal 11.

Post-Installation

After enabling the module:

1. Open the TOPdesk Incidents settings page and configure the TOPdesk API URL, username, and application token.
2. Create one or more TOPdesk teams and configure the default incident values for each team.
3. Edit a Webform and add the TOPdesk Incidents handler.
4. Select the TOPdesk team that should be used for submissions.
5. Optionally map a Webform email element to the TOPdesk caller email.

When the Webform is submitted, the configured values and submission data are used to create an incident through the TOPdesk API.

Additional Requirements

• Drupal 11.1 or newer.
• Webform.
• Access to a TOPdesk environment with API credentials that are permitted to create incidents and retrieve the required reference data.

API credentials should not be committed to version control. For production environments, overriding sensitive configuration through environment-specific Drupal settings is recommended.

Recommended modules/libraries

No additional Drupal modules or third-party PHP libraries are required beyond the declared dependencies.

Similar projects

Webform provides generic mechanisms for sending submission data to remote systems. TOPdesk Incidents is specifically designed for the TOPdesk incident API and adds TOPdesk-specific team configuration, reference data, incident fields, and payload handling.

Supporting this Module

Please use the Drupal.org issue queue for bug reports, feature requests, and patches.

Community Documentation

Installation and configuration documentation is included in the project's README file. Additional documentation can be added to Drupal.org as the project evolves.