TOPdesk – FAQ

We’ve collected as much questions as possible and answered them below! If your question is not listed, please let us know via the chat (left corner below).

Last Updated: 3/07/2020 15:20


Technical

Q: What is the difference between ORB in the cloud and on-premise?
A: Please find an overview here!

Q: Why do we use Outlook Impersonation and why is it mandatory?
A: Please find our motivation here!

Q: We’ve got a load balancer in our network, is this blocking? 

A: This could be blocking.

The Outlook Room Booker trigger system from Exchange to the Outlook Room Booker makes use of Streaming notifications. Interference of a loadbalancer or similar solutions can interrupt the stream. Please read the documentation provided by Microsoft carefully.

https://docs.microsoft.com/en-us/exchange/client-developer/exchange-web-services/notification-subscriptions-mailbox-events-and-ews-in-exchange

Q: What are the technical limitations of this scenario?
A: Please find our motivation here!

Q: Where can I find the release notes and what is the latest ORB version?
A: The most recent ORB version is version 3.2.7, release notes can be found here (pdf file format).

Q: Which TOPdesk modules are required?

  1. Action Management
  2. Property Management
  3. Reservation Managemet

Functional

Q: Is it difficult to implement?
A: This strongly depends on your organisations quality and maturity’s level, more information can be found here.

Q: Room Only vs Room Only/Person bookings, what’s the difference?
A: We explain it here.

Q: Do we need a processor agreement (GDPR)?
A: Yes, when installed as SaaS you need a processor agreement (we provide our version).

Q: What data is being processed by the ORB?
A: We’ve summarised it here.

Q: Do you support recurring bookings?
A: At this moment we only support recurring bookings from Outlook to TOPdesk. the bookings are being registered as single meetings. If you schedule a recurring booking in TOPdesk, this will not be synchronised to Exchange.

Q: What happens if a conflict occurs?
A: If we find a conflict, we will register this and inform you via our ORB dashboard.

Q: Can you update a meeting with services attached?
A: No, this is not possible. You will receive a mail which will inform you that you will need to update the meeting by hand.

Q: Do you support multi-room bookings?
A: No, (at this moment) we do not support this.

Q: What happens when a scenario occurs which is not supported?
A: We try to inform you as much as possible, besides this we present the (known) unsupported scenarios in our ORB dashboard (exclusions).

Q: We have our own test scripts and procedure, can we use this?
A: Yes, no problem, but you need to follow our guidelines during the implementation proces. This also includes our ORB Test Matrix, this needs to be accepted before you go-live. During the implementation we will provide this to you.

Other

Q: We’ve bought the ORB via TOPdesk and what’s next?
A: A complete list can be found here.