24 WORKING SMARTER

Photography: Robin Kuijs

PATRICK MACKAAIJ
is an information distribution coordinator. He is specialized in technical issues and optimizing processes.

EXPORTING DATA FROM TOPDESK

Your TOPdesk database has a lot of interesting data. You can analyse this data within TOPdesk using the softwares reporting feature. This article explains how you can easily process data in another system by exporting it from TOPdesk to Excel.

You want to analyse interesting data saved in TOPdesk, such as the equipment managed in Configuration Management, customer information from Supporting Files, and processing data from process cards. Within TOPdesk, you can analyse this data using the reporting feature on the Dashboard pages. However, if you prefer to use Excel or a reporting tool, you can easily export data from TOPdesk to the Microsoft Excel file format. You can consult exported data ofine, or use it as a source and import it into another information system. Image 1: TOPdesk call overview Card) contains the data you wish to export. For example, the make is listed on the Hardware Card, not the Call Card. Overviews contain all cards that have been created in TOPdesk. Within Call Management you can see overviews of all calls, first line calls, second line calls, and partial calls. With the filter icon (yellow funnel icon in image 2) at the top of the list you can limit the number of

Exporting from TOPdesk to Excel

Exporting data from TOPdesk to Excel is simple. You can export every overview. Overviews (lists) can be found on the overview pages, or on card tabs, such as the Links tab. Image 1 displays an overview of calls. Before you export, select the overview that features the desired data; consider which card (such as the Call Card, Hardware Card, or Person

Text: Patrick Mackaaij

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rows and only display calls that are not closed, or only calls that were registered in the past x months, for instance. If the possibilities offered by the filter at the top of an overview are too limited, consider whether the desired overview can be found on the tab of a related card. For example, the Links tab on a Supplier Card lists all calls for that specific supplier.

Image 2: TOPdesk toolbar You can create a selection if you cannot compile the desired list from the standard overviews. Using selections, you can filter the list by extra data and even use data from linked cards. This enables you to create a selection of calls concerning objects purchased from a specific supplier. You can create a new selection on the overview page or the Dashboard. Once the overview displays the desired rows, determine which columns are and are not visible using the Set up overview button (right icon in image 2). Clicking on the button opens the Set up overview pop-up (image 3). Double-clicking a field moves it from Visible to Not visible and vice versa. TOPdesk only exports the visible columns. Image 3: Set up overview TOPdesk also includes the sorting order for rows and columns in the export. You can adjust the order of the visible columns using the up and down arrows on the left side. It is also possible to drag the column headings in the list itself. Finally, you can sort the list based on the

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Editorial
TIP: In the Set up overview pop-up, you can select several column names at once by holding down the Shift button when clicking. This is particularly useful when you wish to move a column a considerable distance.
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TIP: You can use two different sorting orders at once. In the call overview, clicking on Closed and then Category will cause TOPdesk to sort the overview first by Category, then by Closed.Due to Microsoft Excels limit on the number of characters, a pop-up will appear in which TOPdesk asks how you wish to export memo fields such as Request and Action.

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 Tel: +44 (0) 207 803 4200 Email: editorial@topdesk.com Chief Editor: Nienke Deuss Editors: Nienke Deuss, Timme Hos, Stefanie Klaassen, Milou Snaterse Translators: Leah Clarke, Nicola van de Velde Contributors: Paul Balvers, Pouyan Daddeh, Irene Kruijff, Jasmijn Moerman, Patrick Mackaaij, Bram Verheij Layout: Louise van der Laak Photography: Menno van der Bijl, Aad Hoogendoorn, Robin Kuijs, Jonas Mertens, Myriam Roesink Copy editor: Nicola van de Velde A print run of 6,000 Quarterly magazine

desired column by clicking on the column heading. Clicking on the column heading again reverses the sorting order. Using the Export button (the green table icon in image 2) you can export an overview of the desired rows and tables to Excel in a single click.

Directly exporting from your SQL server or Oracle database

TOPdesk saves data on a Microsoft SQL server or Oracle database server. Your database administrator can export the data directly from these database servers. To do this, the database administrator requires information about the structure of the TOPdesk database in order to gain insight into the database tables in which TOPdesk saves the (card) data, and their mutual relationships. The TOPdesk DataDict (Help > DataDict) grants insight into the relationship between what you see on the screen and the underlying tables. If you use TOPdesk SaaS, you can download the weekly database backup at night and open it via a local server. Please contact your TOPdesk account manager if you want direct access to the database.

CSV Export Wizard add-on

In the next edition, I will provide more information about the CSV Export Wizard add-on. This add-on is especially useful if you regularly perform the same export, wish to export data of linked cards, or data from tables that does not have a card.

TOPdesk makes add-ons available to TOPdesk Enterprise users to address issues faced by several customers. These add-ons are usually installed under supervision of a TOPdesk consultant who can provide more information about the bespoke work, as well as taking care of the initial set-up. You can request the CSV Export Wizard add-on via the TOPdesk Extranet.

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