Importing Products

SupportDesk has the ability to load external Product and Product Version 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 Product and Product Version data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting Products 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 Products and Product Versions referenced in the Tickets should belong to the current Folder. Similarly, if you are importing Tickets to an archive Folder, the Tickets should have status ‘Closed’. SupportDesk does not make these checks.

How to Import Files

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 Formats

Excel column headings are supplied below to assist with importing Products and Product Version Records. 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.

Product Record – Type P

A Code “P”
B Reference Up to 40 characters, mandatory and unique.
(The Product must not currently exist.)
C Name Up to 120 characters, mandatory and unique
D Description Up to 250 characters
E Creation Date 10 characters. Default, today’s date
F Status Up to 16 characters
G Analysis Date 10 characters
H Price 10 numeric characters, 2 decimal places
I Supplier Up to 40 characters
J Manufacturer Up to 40 characters
K Maintenance Contract Up to 40 characters
L Folders A series of numbers delimited by | to note the Folders in which the product can be used. The number is displayed on the Folder details form (for example, “3|5|”).
M Archive & Web Flag Numeric
N Service Level Up to 32 characters
O Type Up to 40 characters
P-T Extra Fields (pre 2002) 5 fields of up to 25 characters each
U Licenses Numeric
V Rate per Hour 10 numeric characters, 2 decimal places
W Rate per Day 10 numeric characters, 2 decimal places
X No. in Stock Numeric
Y No. Sold Numeric
Z Reorder Limit Numeric
AA Reorder Amount Numeric
AB System ID Numeric – leave blank for new records
AC Leave blank
AD Email Up to 120 characters
AE Assignee ID Numeric
AF Archive 0 for live, 1 for archive
AG File Name Up to 120 characters
AH Currency Up to 16 characters
AI URL Up to 200 characters
AJ Copyright Up to 120 characters
AK Language Up to 40 characters
AL Extra Date 10 characters
AM Call Limit Numeric
AN Remote Id Numeric
AO Use Count Numeric
AP Not Used 0 for used, 1 for not used

Product Version Record – Type PV

A Code “PV”
B Product Ref Up to 40 characters (Product must exist.)
C Version Ref Up to 16 characters, mandatory and unique for this Product
D Environment Up to 16 characters
E Creation Date 10 characters

If omitted, today’s date is used

F Description Up to 250 characters
G Status Up to 16 characters
H Analysis Date 10 characters
I Price 10 numeric characters, 2 decimal places
J Modification Up to 250 characters
K Archive Flag Numeric
L Web Flag Numeric
M System ID Numeric – leave blank for new records
N Currency Up to 16 characters

 

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