Importing Customers

SupportDesk has the ability to load external Customer 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 Customer data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting Customers 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 Customers referenced in the Tickets should belong to the current Folder. SupportDesk does not make these checks.

How to import the file

In the WebServer, go to Import CSV from Settings.import csv file page
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.

Customer Record – Type C

A Code “C”
B Reference Up to 16 characters, mandatory and unique (The Customer must not currently exist).
C Name Up to 120 characters, mandatory
D Address Line 1 Up to 50 characters
E Address Line 2 Up to 50 characters
F Address Line 3 Up to 50 characters
G Address Line 4 Up to 50 characters
H Address Line 5 Up to 50 characters
I Post Code Up to 16 characters
J Phone No 1 Up to 40 characters
K Creation Date 10 characters
If omitted, today’s date is used.
L Account Manager Up to 40 characters
M Narrative Up to 2000 characters
N Fax No Up to 40 characters
O Phone No 2 Up to 40 characters
P E-Mail Up to 120 characters
Q Modem Up to 40 characters
R Maintenance Expiry Date 10 characters
S Service Level Up to 32 characters
T Market 20 characters
U Department Up to 120 characters
V Web Flag Numeric
W Archive Flag Numeric (1=Yes, 0=No)
X Charging Flag Numeric
Y News Up to 400 characters
Z Fee 10 numeric characters, 2 decimal places
AA Folders A series of numbers delimited by | to note the Folders in which the customer can be used.
AB-AF Extra Fields (pre 2002) 5 fields of up to 25 characters each
AG Internal 1=Yes, 0=No
AH Type Up to 16 characters
AI Calls Left Numeric
AJ Rate per Hour 10 numeric characters, 2 decimal places
AJ Rate per Day 10 numeric characters, 2 decimal places
AL Contract No Up to 25 characters
AM Website Up to 120 characters
AN System ID Numeric – leave blank for new records
AO-AP Leave blank
AQ TITLE Up to 60 characters
AR Location Up to 40 characters
AS Serial No Up to 120 characters
AT Currency Up to 16 characters
AU Assignee ID Numeric
AV-AX Leave blank
AY Country Code Up to 40 characters
AZ Customer Level Numeric, 1=ORG
BA Organization Numeric Code
BB Pager Up to 120 characters
BC Email 2 Up to 120 characters
BD Reason Up to 250 characters
BE Status Numeric
BF Status Up to 32 characters
BG Latitude Numeric
BH Longitude Numeric
BI Role Up to 40 characters

 

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