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.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 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
|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|
|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|
|AB||System ID||Numeric – leave blank for new records|
|AD||Up to 120 characters|
|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|
|AP||Not Used||0 for used, 1 for not used|
Product Version Record – Type 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|
|M||System ID||Numeric – leave blank for new records|
|N||Currency||Up to 16 characters|