When an infrastructure issue occurs, your monitoring solution is usually the first to detect it. For teams using TOPdesk, the next step is making sure that the incident reaching the service desk has enough context to understand what happened, how important it is, and how it should be handled.

This is where ManageEngine OpManager Nexus can help. OpManager Nexus monitors infrastructure and applications and integrates with TOPdesk to bring monitoring information into the incident management process. The integration goes beyond creating a ticket from an alarm. It helps incidents reach TOPdesk with the right classification and keeps the monitoring event connected to the incident as the issue progresses.

Give TOPdesk incidents the right context  

Not every change in infrastructure performance requires the same level of attention. OpManager Nexus uses AI-powered Adaptive Thresholds to learn the normal performance behavior of monitored resources and account for expected fluctuations. This helps reduce false positives and identify meaningful deviations that require attention.

When an alarm is generated, Notification Profiles can automatically translate it into a TOPdesk incident.

The incident can also be classified based on the way your team already works in TOPdesk. OpManager Nexus fetches the incident fields configured in your TOPdesk environment, such as Impact, Urgency, and Priority (IUP). These values can be predefined within the Notification Profile, allowing incidents to enter TOPdesk with the appropriate classification.

For example, if Nexus detects abnormal CPU utilization, the corresponding TOPdesk incident can be created with its configured IUP and relevant monitoring context. Technicians can then understand the importance of the issue and prioritize their response accordingly.

If the available options within an existing TOPdesk incident field are updated, they can be synchronized with OpManager Nexus by manually refreshing the fields in the Notification Profile.

Keep the incident aligned with the underlying issue  

Creating the TOPdesk incident is one part of the process. However, the underlying alarm can change after that. The issue may be resolved and the alarm cleared, or the same problem may occur again.

These life cycle actions can be configured through the Notification Profile. Teams can define the TOPdesk ticket status when the incident is created, when the corresponding alarm clears, and when an issue reoccurs and the ticket needs to be reopened.

OpManager Nexus also maintains a connection between monitoring alarms and their corresponding TOPdesk incidents. Once an incident is created, its TOPdesk Incident ID is recorded in the Notes tab of the associated Nexus alarm. This helps technicians identify which incident is linked to a particular alarm and maintain traceability between the two systems.

Together, these capabilities support a Closed-Loop Incident Process (CLIP) that covers proactive detection, automated incident creation, updates, resolution, and traceability.

Bring monitoring context into TOPdesk  

Consider a switch interface experiencing abnormal packet loss or interface errors. Nexus can detect the abnormal behavior and create a TOPdesk incident containing information such as the affected device, interface, severity, configured IUP, and alarm context.

This gives the technician working in TOPdesk more information about the infrastructure issue as part of the incident itself. The same approach can be applied to problems such as abnormal database CPU utilization, storage latency, application performance issues, and connectivity degradation.

The value here is not simply that an alarm becomes a ticket. The monitoring information associated with the issue becomes part of the TOPdesk incident, giving the service desk more context to work with.

Use Zia to identify capacity risks earlier  

Some infrastructure problems develop gradually, which gives teams an opportunity to address them before they affect business services.

Zia-powered forecasting in OpManager Nexus can predict when infrastructure resources, such as server disks or VM datastores, are likely to reach their capacity limits. It also provides the potential impact if the predicted capacity issue is left unresolved, along with recommendations for addressing the resource constraint.

When a forecast requires preventive action, the technician can use Log a Ticket and select the configured TOPdesk Notification Template. The forecast alarm can then be converted into a TOPdesk incident with the relevant monitoring context.

This allows the service desk to track the capacity risk in TOPdesk and plan the required action before it develops into a larger service issue.

Bring monitoring and incident management closer together  

For teams already using TOPdesk, OpManager Nexus does not introduce a separate incident management process. TOPdesk continues to be where the service desk manages its incidents.

Nexus adds monitoring context to that process and helps incidents enter TOPdesk with the appropriate classification. It also allows ticket status to reflect changes in the corresponding alarm and provides a reference between the Nexus alarm and its TOPdesk incident.

This gives teams a more connected incident management process, where the information captured during monitoring can continue to be useful as the issue is handled in TOPdesk.