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Workflows and Tasks; a new core for TOPdesk

TOPdesk has a long history. Starting from humble beginnings, features and functionalities have been added and matured as the ITSM and CAFM market evolved. However, with that history also comes some luggage. The heart of TOPdesk revolves around operator tasks, yet is hard to bend in shape for modern requirements. 

Currently, the TOPdesk modules that facilitate operator tasks are based on strict processes, with optimized behavior. This optimization, however, has some downsides. By isolating these modules from one another, people run into difficultly with cross-module reporting, multiple work lists, as well as inconsistencies in behavior and features between processes. And while ITIL continues to play an important role for Service Management, we’ve become the ESM-tool of choice for many non-IT departments. These departments often struggle with some of the IT-minded terminology and processes of TOPdesk.

With that in mind, we are building a new core for our software to deal with these issues. And we're going to make it quite visible! As an Enterprise SaaS customer, you might have come across the cornerstones of our new core: checklists for Calls, available in TOPdesk Labs.




A flexible system

Checklists allow you to split up a call in several subtasks, which you can save as templates for future use. In the future, this feature will evolve into a workflow system that supports more complex dependencies between subtasks. You will no longer need Change Management to give structure to more involved requests. Add more flexibility in essentials like categorization and the availability/visibility of fields and we end up with a lot more freedom in process implementations.

The addition of Checklists to Call Management is good example of our approach. We want you on board with the development process. That's why we decided to redesign and extend existing functionality, rather than building new functionality from scratch. By doing so, we continuously add value to what you already use.

While we want to reduce the differences between our modules, organizations relying on process frameworks like ITIL will still be perfectly served. Even with a flexible system, distinguishing between different processes and different roles remains critical to success.

A multi-year plan

As said, we are rebuilding the underlying structure in existing interfaces. That means that new additions will be immediately available to you for use in day-to-day operations.

The coming year will expand on checklists in Call Management, added the possibility to have sequential tasks and approval moments. Tasks will get a new, responsive interface, that will grow to replace the main Call interface. 

The years after will look beyond Call Management, adding support for processes like Change Management and Operational Management. 




(Labs) Workflows with parallel tasks
(Labs) Workflow designer

February 2020

A responsive intuitive interface for Tasks
Workflows available on 1st line incidents


Workflows with sequential tasks
Workflows with approval tasks
Tasks available in the Self Service Portal

Responsive intuitive interface for Incidents, based on Tasks

Updated 16-01-2020. This overview reflects priorities, but the planning is subject to change.