kembitnl.topdesk.call (1.0.2) — module

Install collection

Install with ansible-galaxy collection install kembitnl.topdesk:==1.0.2

Add to requirements.yml

  collections:
    - name: kembitnl.topdesk
      version: 1.0.2

Description

Create, update, escalate or deescalate calls

Upload files to calls

The Topdesk environment variables should be set, see the README.

Usage examples

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---
- name: Topdesk Call generation
  hosts: localhost
  gather_facts: false

  tasks:
    - name: test call
      kembitnl.topdesk.call:
        operation: new
        callerEmail: caller@customer.com
        callerBranch: Customer
        operatorGroup: Helpdesk
        status: firstLine
        description: Application X gives an error
        request: |
            Customer reports that application X gives an error when trying to save a file.
            The exact error is 'Unable to save file, please check the destination location'.
        impact: "{{ lookup('kembitnl.topdesk.call_general', type='impacts', namefilter='Person') }}"
        urgency: "{{ lookup('kembitnl.topdesk.call_general', type='urgencies', namefilter='Medium') }}"
        entryType: "{{ lookup('kembitnl.topdesk.call_general', type='entry_types', namefilter='Phone') }}"
        callType: "{{ lookup('kembitnl.topdesk.call_general', type='call_types', namefilter='Call') }}"
        category: "{{ lookup('kembitnl.topdesk.call_general', type='categories', namefilter='Application') }}"
        subcategory: "{{ lookup('kembitnl.topdesk.call_general', type='subcategories', namefilter='Errors') }}"
        assetMatch: 'APP - X'
      register: inc

    - name: Escalate call
      kembitnl.topdesk.call:
        operation: escalate
        callID: "{{ inc.callInformation.id }}"
        operatorGroup: APP-X-Operators

    - name: Upload crash dump to call
      kembitnl.topdesk.call:
        operation: upload
        callID: "{{ inc.callInformation.id }}"
        file: /tmp/crashdump.txt
        filehidden: true

    - name: Close call
      kembitnl.topdesk.call:
        operation: update
        callID: "{{ inc.callInformation.id }}"
        state: "{{ lookup('kembitnl.topdesk.call_general', type='statuses', namefilter='Solved')}}"

Inputs

    
file:
    default: None
    description: Required when l(operation=upload), ignored in all other cases. The filename
      of the file to upload
    required: false
    type: str

action:
    default: None
    description: The text of the action to be added to a call. Can be multiline.
    required: false
    type: str

callID:
    default: None
    description: Either a call number of an ID is required when manipulating a call
    required: false
    type: str

impact:
    default: None
    description: The ID of the impact. The ID can be found by the lookup plugin P(kembitnl.topdesk.call_general#lookup)
      with type 'impacts'. Required when l(operation=new)
    required: false
    type: str

request:
    default: None
    description: The full text of the request. Can be multiline. Required when l(operation=new)
    required: false
    type: str

urgency:
    default: None
    description: The ID of the urgency. The ID can be found by the lookup plugin P(kembitnl.topdesk.call_general#lookup)
      with type 'urgencies'. Required when l(operation=new)
    required: false
    type: str

callTier:
    aliases:
    - status
    choices:
    - firstLine
    - secondLine
    description: The call tier (firstline or secondline). Required when l(operation=new)
    required: false
    type: str

callType:
    default: None
    description: The ID of type of the call. The ID can be found by the lookup plugin
      P(kembitnl.topdesk.call_general#lookup) with type 'call_type'. Required when l(operation=new)
    required: false
    type: str

category:
    default: None
    description: The ID of the category. The ID can be found by the lookup plugin P(kembitnl.topdesk.call_general#lookup)
      with type 'categoeries'. Required when l(operation=new)
    required: false
    type: str

assetName:
    aliases:
    - object
    - objectName
    default: None
    description: The name of the asset to link to
    required: false
    type: str

entryType:
    default: None
    description: The ID of the entry type. The ID can be found by the lookup plogin P(kembitnl.topdesk.call_general#lookup)
      with type 'entry_types'. Required when l(operation=new)
    required: false
    type: str

operation:
    choices:
    - new
    - update
    - upload
    - escalate
    - deescalate
    description: The operation that should be performed on the call
    required: true
    type: str

assetMatch:
    aliases:
    - objectMatch
    default: None
    description: Will use the first matching asset that starts with the value as assetName
      in the call. Ignored when no matching asset is found
    required: false
    type: str

callNumber:
    default: None
    description: Either a call number or an ID is required when manipulating a call
    required: false
    type: str

filehidden:
    default: false
    description: Only relevant when l(operation=upload), ignored in all other cases. Whether
      the uploaded file is visible for the caller or not
    required: false
    type: bool

callerEmail:
    default: None
    description: The email address of the caller. Required when l(operation=new)
    required: false
    type: str

description:
    default: None
    description: The short description of the call. Will be trucated to 80 characters
      when longer. Required when l(operation=new)
    required: false
    type: str

subcategory:
    default: None
    description: The ID of the subcategory. The ID can be found by the lookup plugin P(kembitnl.topdesk.call_general#lookup)
      with type 'subcategories'. Required when l(operation=new)
    required: false
    type: str

actionhidden:
    default: false
    description: If this option is used, l(action) must also be present. Whether the action
      is visible for the caller or not
    required: false
    type: bool

callerBranch:
    default: None
    description: The branchname of the caller. Required when l(operation=new)
    required: false
    type: str

operatorGroup:
    default: None
    description: The name of the operator group to assign the call to. Calls will always
      be assigned to the operator group, not to an individual operator. Required when
      l(operation=new), l(operation=escalate), of l(operation=deescalate)
    required: false
    type: str

allowDuplicate:
    default: false
    description: Only relevant when l(operation=new). Also requires the option l(externalNumber).
      If this setting is True and a call with the externalNumber is found, a new call
      will not be created
    required: false
    type: bool

externalNumber:
    default: None
    description: The text to add to the external number field. Required if L(allowDuplicate=True)
    required: false
    type: str

processingStatus:
    default: None
    description: The ID of the processing status. The ID can be found by the lookup plugin
      P(kembitnl.topdesk.call_general#lookup) with type 'statuses'. Required when l(operation=new)
    required: false
    type: str

Outputs

callInformation:
  description: The call object at the end of the execution