The right questions and activities for this employee.

Use role, department, location and start date to determine the workflow. Reuse what is already known and ask specifically for what is missing.

1. Combine and determine

   Combine HR and TOPdesk data with your matrix for access, assets and work. Determine the questions and activities relevant to this situation.

2. Add what is needed automatically

   Offer additional questions through a form. Let new information add or update the required activities instead of manually rebuilding the entire onboarding workflow.

3. Execute and report back

   Execute account, asset and service tasks through the configured workflow. Record status and results in TOPdesk and agreed HR records; exceptions remain part of the same process.

From employee change to a complete start.

Service Automation Suite connects IAM to the wider employee workflow. Use a matrix in Service Automation Suite to relate roles to access, assets and tasks, for example. Combine those rules with current HR and TOPdesk data and agree who maintains the matrix. This determines the changes and actions needed.

1. Combine available information

   Use the HR change and current person, access and asset data. Forms or reviews supply missing information and exceptions.

2. Let the matrix define the route

   Service Automation Suite applies role profiles, conditions and effective dates. Start or update the TOPdesk change with appropriate activities for HR, IT and facilities.

3. Execute, confirm and update

   Connect account and group actions to asset handover and confirmation. Include ValidSign signing and file storage where needed. Return outcomes to the activities.

4. Complete the loop with HR

   Once the account is created, write agreed account data or status back to AFAS or the chosen HR source. The TOPdesk activity receives the same outcome. HR and IT no longer need to copy or chase confirmation separately.

A different role. An appropriate new setup.

Service Automation Suite connects IAM to the wider employee workflow. Use a matrix in Service Automation Suite to relate roles to access, assets and tasks, for example. Combine those rules with current HR and TOPdesk data and agree who maintains the matrix. This determines the changes and actions needed.

1. Combine available information

   Use the HR change and current person, access and asset data. Forms or reviews supply missing information and exceptions.

2. Let the matrix define the route

   Service Automation Suite applies role profiles, conditions and effective dates. Start or update the TOPdesk change with appropriate activities for HR, IT and facilities.

3. Execute, confirm and update

   Connect account and group actions to asset handover and confirmation. Include ValidSign signing and file storage where needed. Return outcomes to the activities.

4. Complete the loop with HR

   Return confirmed changes or revocations to TOPdesk activities and, where agreed, the HR source. Employee records, execution and follow-up stay aligned.

Departure known. Access and assets follow through.

Service Automation Suite connects IAM to the wider employee workflow. Use a matrix in Service Automation Suite to relate roles to access, assets and tasks, for example. Combine those rules with current HR and TOPdesk data and agree who maintains the matrix. This determines the changes and actions needed.

1. Combine available information

   Use the HR change and current person, access and asset data. Forms or reviews supply missing information and exceptions.

2. Let the matrix define the route

   Service Automation Suite applies role profiles, conditions and effective dates. Start or update the TOPdesk change with appropriate activities for HR, IT and facilities.

3. Revoke, recover and complete

   Connect revocation of access and groups to asset returns. Update relationships and records, keeping open activities visible until their outcome is known.

4. Complete the loop with HR

   Return confirmed changes or revocations to TOPdesk activities and, where agreed, the HR source. Employee records, execution and follow-up stay aligned.

Return the outcome to AFAS too.

AFAS can supply data and receive outcomes. Have a completed workflow step update agreed data in AFAS. This is a separate route, not an automatic reversal of every sync.

1. Identify confirmed execution

   Use the confirmed completion of an activity, such as account creation. The outcome, not merely the command, triggers feedback.

2. Define what AFAS should receive

   Service Automation Suite applies matching, mapping and processing rules. Only selected data is written back.

3. Update and record the outcome

   Process through the available AFAS interface and link success or failure to the original workflow.

Approved. Executed under control.

Connect an approved request to account or access actions. Policy and authorisation remain authoritative.

1. Record the decision

   Check the approved person, access and duration. An unapproved request does not authorise execution.

2. Choose the executor

   Execute the available account or group action through the configured connection. If HelloID manages the lifecycle, Service Automation Suite connects to it without duplicating its rules.

3. Report the result

   Record whether the action succeeded. Route errors or exceptions to the authorised operator; sending a command is not proof of successful execution.

One signature. A complete record.

Connect a request or activity to digital signing. Keep the document, signing status and follow-up with the same record.

1. Request ready

   The document and signer details are checked. An agreed status or activity triggers the next step.

2. Request signatures

   Service Automation Suite can start a signing request in ValidSign and retrieve or receive its available status. Agree how to handle rejection, expiry or errors.

3. Back in TOPdesk

   Return the status and signed document to the original record. Complete the activity only after the agreed check.

Equipment handed over. Receipt confirmed.

An employee joins or changes roles. Connect the HR change to a laptop or phone handover and request digital confirmation of receipt, for example through ValidSign. Service Automation Suite brings the employee, asset, document and follow-up together. Configuration follows your rules and the available interfaces.

1. Define the equipment handover

   Use employee and role data from the chosen HR source. Check the assigned equipment, required approval and handover owner. Link employee and asset to the same request or activity.

2. Request confirmation of receipt

   Prepare a receipt or equipment loan declaration with the correct employee and asset data according to your rules. Start a signing request in ValidSign, for example, and track the available signing status. Sending a request does not mean receipt has been confirmed.

3. Store evidence and follow up exceptions

   After confirmed signing, store the document or its reference with the correct asset and record, for example in TOPdesk. Assign an owner to declined or expired requests and missing data. Configure feedback to HR only where available and agreed.

From an SSP request to execution and feedback.

The employee starts in the TOPdesk Self-Service Portal. Service Automation Suite coordinates the next steps, including data, choices or actions needed from other systems.

1. Start with context

   Use the request and existing person, organisation and asset data as the starting point. Apply the agreed matrix to determine questions, choices and approvals.

2. Complete the information and execute

   Request missing information through a form and let answers start or update additional activities. Connect approvals, manual tasks and system actions to the same request.

3. Return to the requester and record

   Record confirmed outcomes in TOPdesk and return status and results to the original request. Follow up errors or missing confirmations instead of incorrectly closing the request.

Current stock and relevant choices in your form.

Use Service Automation Suite forms from your SSP and combine TOPdesk information with data from other sources. The form is part of the process, not just an input screen.

1. Retrieve available options

   Read assets and stock from TOPdesk and filter by type, location and availability. Also use central tables or data from other applications for selection lists.

2. Adapt questions to the situation

   Use the matrix, existing data and previous answers to determine additional questions or choices. Ask targeted follow-up questions for onboarding or an asset request.

3. Put the choice into action

   Record the answer against the correct person, change or activity. Start configured follow-up actions such as approval, handover, signing and registration, and return the outcome.

Select an asset, request a signature and record the handover.

For example, issuing a laptop from a TOPdesk change. Go beyond sending a signing request: keep the selection, asset, employee and confirmed handover together.

1. Select with the right context

   Let the employee or operator select an available asset through a form. Filter by type, location or stock and record the relationship to the correct change or activity.

2. Connect signing to its outcome

   Use the selected details in the ValidSign document. Sending a request does not complete the handover: make the next step depend on the confirmed signing status. Rejection or failure requires follow-up.

3. Update relationships, records and administration

   After the agreed confirmation, assign the asset to the employee and record status and document in the activity. The same process can forward the signed document to the correct HR record, for example in AFAS.

A TOPdesk event starts the next steps in Service Automation Suite.

Let a request, status change or activity start a Service Automation Suite process through a configured action sequence or API call. The user keeps working in TOPdesk.

1. Define the trigger and context

   Define which event starts the action and which reference to the ticket, change or activity accompanies it. Configure access for that call.

2. Coordinate the workflow

   Service Automation Suite retrieves required data, applies conditions and matrices and executes agreed steps in other systems. A form can supply missing information.

3. Return the outcome

   Return the outcome and any errors to the original record. Base the next step on confirmed processing.

A change that does not stop at approval.

Make change management repeatable: the right questions, approvals and activities, with clear ownership. Service Automation Suite connects actions beyond TOPdesk and brings outcomes back.

1. Start with a workable process

   Configure a change template with required information, authorisation points, activities and owners. From a workplace request to an office move.

2. Connect decisions to execution

   Let approved activities trigger system actions: request signatures, update data or manage access. Manual tasks remain part of the same workflow.

3. Know what is actually complete

   Return results to the change and its activities. The team can see which steps are complete and where someone still needs to act.

Book a room. Keep both environments current.

Reservations keeps room bookings aligned in Outlook and TOPdesk in both directions. No need to create, update or cancel twice. View availability from Outlook or Exchange.

1. Book in Outlook or TOPdesk

   Create the room booking in the environment where you work. Reservations processes it in the other environment too.

2. Align updates and cancellations

   Keep updates and cancellations aligned in both environments, so cancelled bookings do not keep rooms unnecessarily unavailable.

3. Surface conflicts and status

   Receive a notification for a conflicting booking and review processing status in the portal. Track availability and exceptions without comparing two calendars manually.

Your own service tools. Shared progress.

Stop calling suppliers for status updates. Collaboration Composer (CC) connects customer and supplier service environments to TOPdesk. Contracts and service agreements stay in TOPdesk; CC connects execution across parties.

1. Agree the handover

   Define which ticket goes to the other party and which customer data, fields and attachments may be shared.

2. Connect tickets

   Service Automation Suite can create or update linked tickets and map agreed comments and statuses to the other environment.

3. Keep progress together

   Return updates to the original ticket. Keep handover failures, conflicts and missing feedback visible.

Service work in TOPdesk. Processing in AFAS.

Connect time recorded on tickets, changes and activities to the right customer or project in AFAS. Current person and company data provides the foundation.

1. Collect service time

   Use agreed time records and their related person, organisation and work.

2. Match customer and project

   Match the sales relationship and project in AFAS. Route missing data for review.

3. Process after the agreed review

   Connect data to time accounting or invoicing. Finance retains review responsibility; the workflow receives the outcome.

From access decision to demonstrable execution.

A closed ticket does not explain why access was granted or what actually happened. Connect the IAM decision to approval, TOPdesk activities and outcomes from the systems involved. Support auditability and accountability, including within BIO2.

1. Record the decision with the request

   Connect the person, reason and required approval to the requested access or assets.

2. Connect activities to actual outcomes

   Return system actions and manual confirmations to the TOPdesk change and activities. A sent command does not prove successful execution.

3. Keep exceptions actionable

   Show what was executed, what differs and who must act. This supports controls and reviews; compliance also requires appropriate policies and operations.

From a technical alert to actionable work.

Connect monitoring to TOPdesk. Go beyond creating a ticket: add context and enable the right party to take action.

1. Identify what needs attention

   Receive a relevant alert and match it to the customer, device or affected service.

2. Make the ticket actionable

   Enrich the ticket and apply agreed priority and routing. Identify repeated alerts to avoid unnecessary duplicate work.

3. Enable the right team

   Connect the incident to its owner or supplier and track resolution. Return recovery information or the next step according to your process.

Keep people and companies current in TOPdesk.

Use AFAS as the source for people, branches or companies in TOPdesk. Service Automation Suite matches relationships and updates agreed fields, giving tickets and requests the right context.

1. Read the right source data

   Read relevant people and organisation data from AFAS. Use agreed identifiers to match the same relationships.

2. Update TOPdesk selectively

   Create missing records and update changed fields and relationships. Data managed elsewhere stays with its authoritative source.

3. Build on that context

   Use current person and organisation data in service requests, changes and employee lifecycle workflows. Data sync is the foundation; workflow execution is the next step.

Keep people and companies current in TOPdesk.

Use Youforce as the source for people, branches or companies in TOPdesk. Service Automation Suite matches relationships and updates agreed fields, giving tickets and requests the right context.

1. Read the right source data

   Read relevant people and organisation data from Youforce. Use agreed identifiers to match the same relationships.

2. Update TOPdesk selectively

   Create missing records and update changed fields and relationships. Data managed elsewhere stays with its authoritative source.

3. Build on that context

   Use current person and organisation data in service requests, changes and employee lifecycle workflows. Data sync is the foundation; workflow execution is the next step.

From delivery to records. Then verify against operational observations.

Read agreed data from suppliers such as Ingram Micro, TD SYNNEX, ALSO, Bechtle or Dustin through available APIs or files. Service Automation Suite can match existing assets, create new assets under agreed controls and compare records with Jamf Pro, Intune, SCCM or Lansweeper. No supplier automatically provides every field; access, templates and source rules determine the configuration.

1. Read available delivery data

   Retain order, order-line and shipment references with available product and serial numbers. Keep missing serials and partial deliveries open for review; dispatched is not received.

2. Match or create the right TOPdesk asset

   Match stable identifiers within the agreed organisation. Update only authoritative supplier fields; create an asset only with sufficient data and a suitable template. Isolate duplicate or uncertain matches.

3. Compare operational sources

   Compare records with available Jamf, Intune or Lansweeper observations. Route missing enrolment, incorrect location or duplicate records to a TOPdesk activity. Retain source, check time and confirmed outcome.

Asset Management uses current inventory.

Connect inventory from Microsoft Intune to TOPdesk Asset Management. Service Automation Suite matches devices and relationships, maps attributes and keeps agreed records current.

1. Select relevant inventory

   Use available device attributes and the agreed scope. Define the authoritative source for each field.

2. Match and update

   Avoid duplicate assets, update changed fields and connect the right people to their assets.

3. Connect records to follow-up

   Connect missing data, a changed owner or an employee departure to tasks, changes or asset returns.

Asset Management uses current inventory.

Connect inventory from Microsoft SCCM to TOPdesk Asset Management. Service Automation Suite matches devices and relationships, maps attributes and keeps agreed records current.

1. Select relevant inventory

   Use available device attributes and the agreed scope. Define the authoritative source for each field.

2. Match and update

   Avoid duplicate assets, update changed fields and connect the right people to their assets.

3. Connect records to follow-up

   Connect missing data, a changed owner or an employee departure to tasks, changes or asset returns.

Keep the old item. Build the new asset alongside it.

This example describes a Service Automation Suite setup alongside the legacy register, rather than the native TOPdesk migration wizard. Start with one object type or a limited selection. The reference between old and new means existing ticket relationships do not all need to be reassigned at once. Agree any additional history and attachments to transfer for each environment.

1. Map data and relationships

   Map existing configuration item types to the new asset types. Identify required fields, people, relationships and ticket references. Omit unused fields from the new model after checking integration dependencies. Original information can remain with the old item.

2. Link the new asset to the old item

   Create the new asset with the agreed data and a reference to the original configuration item. Also link the new asset to the correct person cards and other relevant records, such as locations and related assets.

   Agree which relationships to transfer or recreate and verify them. Retain the old item and its existing ticket relationships.

3. Keep names recognisable

   For example, rename the old label “LAP-042” to “LAP-042 (legacy)” and name the new asset “LAP-042”. Change the display label, not the identity of the old item. Check references before processing the next selection.

4. Check your integrations too

   Compare counts, content and relationships. Test adapted imports and follow-up actions. Agree the cutover point and fallback plan, and have the responsible owner approve the transition.

Read data and prepare it for analysis.

Use available TOPdesk data through APIs and OData where available, enriched with data from other systems. Prepare a coherent dataset for BI.

1. Read the relevant data

   Retrieve agreed tickets, activities, people or assets through configured access. Define the fields and selections needed for reporting.

2. Relate and prepare

   Use shared tables to identify customers, owners and devices. Combine sources and align definitions and values before making them available to BI.

3. Maintain and verify

   Configure refresh and validation. Surface failed processing so incomplete datasets are not unknowingly used as current information.

Make information available without exposing everything.

Give a customer or other consumer access to agreed information through a configured endpoint, not the entire underlying TOPdesk environment.

1. Define what may be shared

   Define permitted records, fields and customer selection per consumer. Exclude internal information from the published selection.

2. Configure access and filtering

   Configure authentication, permissions and processing in Service Automation Suite. Enforce the scope for every request, not just in the form display.

3. Test and maintain

   Test permitted and denied access. Agree who maintains selection rules and access as customers, data or systems change.