26 TOPDESK MAGAZINE - MARCH 2017

Patrick Mackaaij
is a marketeer at team Worcade.

Access to the right data with

permission groups and filters
TOPdesk has many cards and modules. It can be hard to manage them, especially if
all your operators have access to every part of TOPdesk. Thanks to TOPdesk Permission
groups, you can manage the operators access to these modules and cards. In some cases
operators still dont have enough overview. Using Filters in TOPdesk Enterprise helps you
secure drop-down lists and cards on three levels.

TOPdesk Permission groups Operator filter

Permission groups in TOPdesk let you manage the operators access An operator filter grants operators access to assigned cards. This lets
to TOPdesk sections, such as modules. In most cases these modules you use one TOPdesk environment with several departments at the
comprise cards and settings. The TOPdesk administrator manages these same time.
permission groups via Modules > Supporting files > Permission groups. You can expand your access to:
With Permission groups, you can grant TOPdesk operators rights to
read, adjust and create first and second line calls. C
 ards assigned to operator groups of which the operator is
a member
C
 ards assigned to other operator groups, but not yet assigned to a
TOPdesk Filters specific operator
A permission group grants access to everything in the group and filters C
 ards assigned to operators in one of the operator groups of which
nothing. To make managing access to cards easier, TOPdesk Enterprise the operator is a member
offers three types of filters: operator, branch and category filters. You C
 ards not yet assigned to an operator.
can use these filters in almost all TOPdesk modules and Report Wizards.
They ensure that the only visible cards are those the filter gives By default, an operator can only see operator groups of which he
access to. The TOPdesk administrator manages the different filters via is a member. If necessary, you can allow the operators to see all
Modules > Supporting files> Filters. operator groups.

Branch filter
The branch filter lets you grant an operator access to cards that belong
to a specific branch. For instance, you can give a contact person at a
specific branch rights for cards that only apply to his or her branch.
You can expand the access to:
Cards that arent yet linked to a branch
Cards of a sub-branch (if there is a main branch)
Cards of other sub-branches (if there is a sub-branch)
Cards of the main branch (if there is a sub-branch)
Specific branches appointed by you
By default, operators can only choose operator groups of his or her
own branch. But you can also allow operators to choose from all
operator groups.
Categorization filter
The Categorization filter limits an operators access to cards that
were categorized specifically. This is useful when the categorization
in your organization is divided into departments such as IT, Facilities
and HR. You can combine this filter with the Branch filter, for instance,
to specify access to cards even further. You can also expand access to
cards that havent been categorized yet.
You can limit the effect of the category filter to just creating a
shorter category list by going to Settings > Functional Settings >
General, Category filter only filters drop-down lists. Operators can
continue to see cards that are categorized differently.
Combining filters
You can apply multiple filters for one operator. For instance, you can
set up that an operator may only see cards from their own branch,
with the services category. In that case the branch and category
filters are combined.
If an operator if linked to more than one filter of the same type
(branch, category or operator), then this works cumulatively. For
TOPDESK MAGAZINE - MARCH 2017 27
instance, when two category filters are linked to the same operator,
he or she will see values from both categories in the drop-down list.
Pragmatic exceptions
TOPdesk has a number of pragmatic exceptions for using filters.
An operator always sees a card if its assigned to him, so he can
start processing this card. Once the card is in progress, the operator
continues to see the card as long as hes the last person who changed
the card.
An operator with administrator rights can always see all cards,
regardless of whether filters are applied.
Solving puzzles with TOPdesk Consultancy
Filters can have a significant impact on your operators workflow.
The branch and operator filter, for instance, can affect visible rooms
and objects in the planner of the Reservations Management module.
When you apply a filter, it can lead to an operator only seeing the
change activity of an extensive change, but not the change itself.
Is working with filters a complex puzzle in your situation?
TOPdesk Consultancy is happy to help. Contact us and well figure it
out together.
Working together with service professionals
Do you work with suppliers? Then Worcade is a practical alternative for
using filters. Worcade is a collaboration platform that lets customers
and your suppliers communicate more easily, more effectively and with
more fun. You stay in control of which details you share. As a customer,
you easily start a conversation with your supplier via the Worcade tab
in a TOPdesk call. You simply tick the elements of the call card you want
to share with your supplier. Your supplier then receives an email with
the link to a web page in Worcade, where he or she can process your
call immediately.
28 TOPDESK MAGAZINE - MARCH 2017
Are you a supplier who works with TOPdesk? Easily link
Worcade to TOPdesk via the TOPdesk mail import. When
your customers start new conversations in Worcade, you
can find these as a call on the Worcade tab. Check out
our website to see how you can set up the TOPdesk mail
import for Worcade: https://worca.de/1e9db
Using Worcade means you dont have to create accounts
for another organization, and filters are a thing of the past.
Moreover, you only send information thats carefully selected,
instead of granting access to an entire TOPdesk card.
Worcade is available as a standard functionality in all
versions of the new TOPdesk. You activate Worcade with
a click on the button in TOPdesks functional settings.
Editorial
Download this issue and more at www.scribd.com/TOPdesk
The TOPdesk Magazine covers subjects that are topical in
the world of professional service desks in IT, facilities and
other service providing organizations. TOPdesk Magazine
is intended for managers, service desk employees, facilities
organizations and electronic city councils anyone who
is involved with supporting clients on a daily basis. This
concerns both the processes and the technology behind
these services.
TOPdesk Magazine is a TOPdesk publication,
+44 (0) 207 803 4200, editorial@topdesk.com
Editors-in-chief and copy editors: Acacia Kooij, Nicola van
de Velde
Translators: Fijke Roelofsen, Laura van Rosenberg, Nicola van
de Velde
Contributors: Mohamed Anaflous, George Cox, Mark
Herrewijnen, Harry Honebecke, Fiona IJkema, Manon
Krijnsen, Patrick Mackaaij, Wolter Smit, Wisse Stenchlak,
Richard van Veen
Layout: Denise van Rijst, Pascal van der Stel
Illustration: Frank van Klink
Photography: Aad Hoogendoorn, Menno van der Bijl
A print run of 10,000
Quarterly magazine
Languages: Dutch, English
Copyright 2017 TOPdesk. Although this publication has
been produced with the utmost care and attention, the
writers cannot be held responsible in any way for any
damages that may occur due to errors and / or deficiencies
in this publication.
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Servitect, Scope4mation, Snow Software, Testersuite,
The Backbone, TimeTell, Tools4ever, Victa