Click the links to the topics outlined below to learn more information:
Managing Contacts
Contacts can be set up independently or linked to specific customers. Besides manually keying in the details, you can import as CSV files, through the LDAP Integrator, or can obtain them through Microsoft Outlook.
If you are importing your Contacts via CSV load, please consult the Importing Contacts Guide For adding Contacts from Microsoft Outlook, consult the Microsoft Outlook Guide. If you are adding them manually, please follow the guidelines below:
If you wish though to enter your Customers and Contacts manually, this is done via the Your Company drop-down.
Clicking on Contacts and “Add New Contact 
” will bring up the details screen in which you can create your new Contact record. There are numerous fields in which you can add as much or as little data as is required.
Depending on whether you are supporting internal or external IT, there are fields on the Ticket record in which you can capture end user information. Upon selecting the Customer from the drop-down list, or free typing and selecting, associated contact details including Phone No. E-Mail, Dept. and Location can be brought forward into the Ticket record.
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Importing Contacts
HotH has the ability to load external Contact data files directly into the databases. You can therefore download data from any existing databases and populate the HotH databases.
In addition, HotH also has the ability to export your Contact data from the HotH database to a CSV file, which you can learn more about on the Exporting Contacts Guide.
The files to be imported must be flat files of comma-separated values. Each line in the text file represents a HotH record of a particular type. The first characters in each line indicate the type of record to be loaded. You should also note that special rules apply to some fields, please take advice from Support before loading new data type. You can use Import to execute a SQL string, but again please take advice from Support before doing this.
How to Import Files
In the WebServer, go to Import CSV from Settings.
Select the file to import records and click Import. If there are errors they will be listed. You need to review the errors. The error log is listed to the file suppdesk.err. If there are no errors you can navigate away.
In the Windows interface the Import CSV option is on the Database ribbon tab/menu. You need to navigate to where the import file is located.
Import Format
Excel column headings are supplied below to assist. You do not need to supply data for every field, just enter those you need. (Though there are some validation rules, these are not documented here.)
Dates should be entered as DD/MM/YYYY for UK format and MM/DD/YYYY if US format is in use.
Contact Record – Type CC
| A | Code | “CC” |
| B | Reference | Up to 40 characters, mandatory (The Customer must exist). |
| C | Date | 10 characters If omitted, today’s date is used. |
| D | Name | Up to 40 characters |
| E | Department | Up to 120 characters |
| F | Location | Up to 40 characters |
| G | Address Line 1 | Up to 40 characters |
| H | Address Line 2 | Up to 40 characters |
| I | Address Line 3 | Up to 40 characters |
| J | Address Line 4 | Up to 40 characters |
| K | Address Line 5 | Up to 40 characters |
| L | Post Code | Up to 16 characters |
| M | Phone No 1 | Up to 40 characters |
| N | Phone No 2 | Up to 40 characters |
| O | Up to 120 characters | |
| P | Fax No | Up to 40 characters |
| Q | Narrative | Up to 2000 characters |
| R | Title | Up to 60 characters |
| S-W | Extra Fields (pre 2002) | 5 fields of up to 25 characters each |
| X | System Id | Numeric – leave blank for new records |
| Y | Salutation | Up to 25 characters |
| Z | Service Level | Up to 32 characters. |
| AA | Mobile | Up to 40 characters |
| AB | Classifications | Up to 10,000 characters |
| AC | Response | Up to 25 characters |
| AD | Assistant | Up to 40 characters |
| AE | Time Zone | Up to 16 characters |
| AF | Channel | Numeric |
| AG | Flags | Numeric |
| AH | Job Role | Up to 40 characters |
| AI | E-mail Template | Numeric |
| AJ | IP Phone | Up to 40 characters |
| AK | Archive | 0 for live, 1 for archive |
| AL | Primary Contact | 0 for no, 1 for yes |
| AM | Expiry Date | 10 characters (date) |
| AN | Status | Numeric |
| AO | Group Level | Numeric |
| AP | Leave Blank | |
| AQ | News | Up to 400 characters |
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Exporting Contacts
You can export the current Contact databases into a named file. The output records have the same layout as the corresponding Import records. This is useful if you want to create an import file; create a ‘dummy’ record, populating the required fields with discernible text, such as REF in a reference field. The exported data can then be used as a template for the import layout.
How to Export Contacts
To export data, show the Contact records in the summary and filter the list as required.
In the Webserver, navigate to Your Company > Contacts, then use the Export option in the Summary Options navigation bar; this will then offer the option to View the output. Now, you can open or save the file.
In the Windows interface, you can export the Contact records in the summary list using Export CSV on the File ribbon tab/Menu. Additionally, in the Windows version you can use the Export CSV option on the Database menu to export more Contact records.
Tick the Customer box, click the OK button and then choose a location and file name for the export file. The default is export.txt on the HotH directory. If this file already exists, you must confirm to replace the existing file. On completion, you can view the export file before being returned to the main window. Navigate to the bottom of the .txt file and your Contact database will be found under “Contacts (CC)“.
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