SupportDesk has the ability to load external Logins 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 Logins data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting Logins 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 Logins 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.
Login Record – Type U
|B||Tag||Up to 40 characters|
|C||Name||Up to 40 characters|
|D||Position||Up to 40 characters|
|E||Narrative||Up to 250 characters|
|F||Date||10 characters (date)|
|G||Login||Up to 120 characters|
|H||Password||Up to 120 characters|
|L||Location||Up to 40 characters|
|M||Department||Up to 120 characters|
|N||Manager||Up to 40 characters|
|O||Up to 120 characters|
|P||View Name||Up to 60 characters|
|Q||Customer reference||Up to 40 characters|
|S||Dictionary||Up to 16 characters|
|U-V||Rate per hour, rate per day|
|W-AA||Address (up to 50 characters for each field)|
|AB||Post code||Up to 16 characters|
|AC||Fax||Up to 40 characters|
|AD||Phone number||Up to 40 characters|
|AE||Phone number 2||Up to 40 characters|
|AF||Mobile number||Up to 40 characters|
|AG||Folders||Up to 250 characters|
|AH||ID||Numeric – leave blank for new records|
|AJ||Department Lock In||Up to 120 characters|
|AK||Archived||Numeric (1=Yes, 0=No)|
|AM||Pager||Up to 120 characters|
|AN||Receive pop ups||Numeric|
|AP||Org lock in||Numeric|
|AQ||GUid||Up to 250 characters|
|DB||News||Up to 400 characters|
|DD-DE||Enter date, enter time|