SupportDesk has the ability to load external Contract 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 Contracts data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting Contracts 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.
Note: Tickets and Notes are loaded into the current Ticket Folder. Any Contracts referenced in the Tickets should belong to the current Folder. Similarly, if you are importing Tickets to an archive Folder, the Tickets should have status ‘Closed’. SupportDesk does not make these checks.
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.
Excel column headings are supplied below to assist with importing Contract Records. 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.
Contract Record – Type CO
|B||ID||Numeric. Mandatory and sequential|
|C||Contract||Up to 25 characters|
|D||Start date||10 characters (date)|
|E||Expire date||10 characters (date)|
|G||Type||Up to 16 characters|
|K||Supplier||Up to 40 characters|
|L||Note||Up to 2000 characters|
|M||Date||10 characters (date)|
|O||Status||Up to 32 characters|
|P||Terms||Up to 40 characters|
|Q||Product||Up to 40 characters|
|R||Contact||Up to 40 characters|
|S||Customer||Up to 40 characters|
|U||Name||Up to 120 characters|
|W||Budget code||Up to 25 characters|
|AC||Renewal date||10 characters (date)|
|AD||Reminder date||10 characters (date)|