Skip to content
  • There are no suggestions because the search field is empty.

How do I troubleshoot TOPdesk integration issues?

This article describes common issues that may occur when setting up or using the TOPdesk integration with Holm Security, and how to resolve them.

Common issues and solutions

Issue: Integration fails to establish a connection

Problem: The connection test fails when trying to establish the TOPdesk integration.

This issue is usually caused by one of the following:

Incorrect user type

The TOPdesk integration requires an Operator account. Self-service portal users cannot be used for the integration.

Solution: Ensure you log in to TOPdesk as an Operator and generate the application password while logged in as an Operator. Other user types do not have the necessary permissions for the integration.

Missing permissions

Even if you have an Operator account, you must have specific permissions to create first-line and second-line calls in TOPdesk.

Solution: Verify that your Operator account has permission to create first-line and second-line calls. If you do not have these permissions, the integration will fail during the connection test. Security Center may still retrieve Operator groups, but the integration will fail later when creating tickets.

Need help configuring permissions?

What permissions does the TOPdesk integration need?

Issue: Expired application password

Problem: The integration was working, but now fails to authenticate.

Application passwords can expire or become invalid over time.

Solution: Generate a new application password in your TOPdesk account and update the integration settings in Security Center with the new password.

How to update credentials

To update your TOPdesk credentials after troubleshooting:

  1. Log in to Security Center.
  2. Click the Menu Icon in the top-right corner.
  3. Click Integrations > TOPdesk.
  4. Update the credentials (username, password, or URL as needed).
  5. Click Establish a connection to test the new credentials.
  6. If the connection is successful, click OK.

Caution: If you still cannot establish a connection after troubleshooting, please contact customer support for further assistance.

Still need help?

If you have tried the above solutions and the integration still does not work, please reach out to our customer support team.

For more information, please contact our customer support.