Importing Contacts

SupportDesk 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 SupportDesk databases.

In addition, SupportDesk also has the ability to export your Contact data from the SupportDesk 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 SupportDesk 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.import csv file pageSelect 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 E-Mail 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