Importing Notes

SupportDesk has the ability to load external Notes 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 Notes data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting Notes 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 Notes 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 pageSelect 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.

Ticket Note Record – Type ER

A Code “ER”
B Call Ref Up to 8 characters. (Call must exist.)
C Author User Tag. Up to 40 characters, mandatory (User must exist.)
D Creation Date 10 characters. If omitted, today’s date is used.
E Creation Time 5 characters HH:MM, 24-hour clock.
If omitted, current time is used.
F Category Type Up to 32 characters. Category must exist.
G Category Status Up to 32 characters. Category must exist.
H Category Priority Up to 32 characters. Category must exist.
I Category Level Up to 32 characters. Category must exist.
J Job Time 5 characters HH:MM, 24-hour clock.
K Note Text Up to 10,000 characters.
L Note Number Up to 6 numeric characters
M Number of Attachments Numeric
N Sub Type Numeric
O Urgency Numeric
P Action Numeric
Q Leave Blank
R Originator Up to 40 characters.
S Contract Up to 25 characters.
T Create Date 10 characters.
U Create Time 5 characters HH:MM, 24-hour clock.
V Internal Up to 8 characters.
W Time Type Up to 12 characters.