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.
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.
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
|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||Up to 120 characters|
|Q||Modem||Up to 40 characters|
|R||Maintenance Expiry Date||10 characters|
|S||Service Level||Up to 32 characters|
|U||Department||Up to 120 characters|
|W||Archive Flag||Numeric (1=Yes, 0=No)|
|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|
|AH||Type||Up to 16 characters|
|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|
|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|
|AY||Country Code||Up to 40 characters|
|AZ||Customer Level||Numeric, 1=ORG|
|BB||Pager||Up to 120 characters|
|BC||Email 2||Up to 120 characters|
|BD||Reason||Up to 250 characters|
|BF||Status||Up to 32 characters|
|BI||Role||Up to 40 characters|