Importing KnowledgeBase

SupportDesk has the ability to load external 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 KnowledgeBase data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting KnowledgeBase Data 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 the File

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. The error log is listed to the file suppdesk.err. You need to review the errors. 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.

KnowledgeBase Record – Type KB

A Code “KB”
B Keywords Up to 250 characters, mandatory
C Problem Up to 2000 Characters
D Topic Up to 32 Characters
E Sub-Topic Up to 32 characters
F Web Link Up to 200 characters
G User Up to 40 characters.
The User’s Tag, User must exist.
H Flag Numeric (set to 0)
I Creation Date 10 characters. Default today’s date.
J Source Call Ref Up to 16 characters. The Reference of the originating Ticket.
K Solution Up to 10,000 characters
L-O Flags Leave blank
P Prod Ref 16 Characters – must exist
Q Cust Ref 16 Characters – must exist
R Internal Numeric
S Unvalidated Numeric
T Status Numeric
U ID Numeric
V Solution Up to 128 characters
W Leave blank
X Relevance Numeric
Y Script Id Numeric
Z Service Up to 40 characters
AA Value Up to 40 characters
AB Cost Numeric
AC Type Up to 40 characters
AD Root Cause Up to 128 characters
AE Tier Numeric
AF Rating no Numeric
AG Rating Average Numeric