Troubleshoot TOPdesk

Review the log and fix common TOPdesk connection, import, and export errors.

Use the log in the TOPdesk settings to review imports, exports, and errors.

Each log entry shows when the sync ran and what happened.

1

Open the TOPdesk settings

Go to Settings → General → Software integrations.

Open TOPdesk.

2

Check the log panel

Use the log panel on the right side of the page.

Review the latest entries first.

3

Open the error details

Click an entry with an orange error icon.

Use the full message to find the exact cause.

4

Fix the cause and retry

Correct the source data or settings.

Then use Sync to try again.

Quick checks first

Check these points before you go deeper:

• the operator username, application password, and domain are correct
• the processing status and sync status are not the same
• the TOPdesk account can read processing statuses and operator groups
• the linked branch has a street, postcode, and city
• the work order still has the correct external work order number

Common error messages

Order [number] has missing fields

The linked TOPdesk branch is missing required address information.

Complete the street, postcode, and city in TOPdesk.

Then run the import again.

Related topics

• TopDesk
• Set up TOPdesk
• Configure TOPdesk imports
• Configure TOPdesk exports

Incorrect credentials

The operator username, application password, or domain is wrong.

Enter the correct values again in the TOPdesk login settings.

No calls returned

No TOPdesk calls match the selected processing statuses.

Check whether you selected the correct processing statuses in the import settings.

No employees imported

No TOPdesk operators were found.

This can also happen when the selected operator groups do not contain operators.

Check the operator group filter and the TOPdesk operator data.

Sync status error

The selected sync status matches one of the processing statuses.

Choose a different sync status.

Status permission error

The TOPdesk account does not have API permission to read processing statuses.

Ask your TOPdesk administrator to grant the required permission.

Operator group permission error

The TOPdesk account does not have API permission to read operator groups.

Ask your TOPdesk administrator to grant the required permission.

Call not found in TOPdesk (404)

The call linked to the work order no longer exists in TOPdesk.

Check the external work order number.

Then confirm the call still exists in TOPdesk.

Nothing to import

This is not an error.

It means the sync ran successfully, but no new calls matched the import criteria.

Frequently asked questions

Where do I find the sync log?

The log is on the right side of the TOPdesk settings page.

It shows the time, message, and error details for each sync.

Is “Nothing to import” an error?

No.

It only means that no new calls matched the selected import criteria at that moment.

My credentials stopped working. What should I do?

Generate a new application password in TOPdesk.

Then update the TOPdesk login settings in OutSmart.

A call imported without a customer address. What happened?

The linked branch address was incomplete when the import ran.

Update the address in TOPdesk.

Then import the call again.

A completed work order did not update TOPdesk. What should I check?

Review the log first.

Then check whether the work order still has the TOPdesk call number as its external work order number.

Without that link, OutSmart cannot find the call to update.