SupportDesk has the ability to load external Ticket (Call) data 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 Ticket data from the SupportDesk database to a CSV file, which you can learn more about on the Exporting Tickets 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. 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.
Import Formats
Excel column headings are supplied below to assist with importing Ticket 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.
Call Record – Type E
| A | Code | “E” |
| B | Call Ref | Up to 8 characters, mandatory and unique. |
| C | Customer Ref | Up to 40 characters. (Customer must exist.) |
| D | Product Ref | Up to 40 characters. (Product must exist.) |
| E | Version Ref | Up to 16 characters. (Product Version must exist.) |
| 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 | Owner’s Ref | User Tag. Up to 40 characters, mandatory. (User must exist.) |
| K | Open Date | 10 characters. (Default today’s date) |
| L | Open Time | 5 characters HH:MM, 24-hour clock. (Default current time) |
| M | Close Date | 10 characters. (If omitted, Ticket is open.) |
| N | Close Time | 5 characters HH:MM, 24-hour clock. |
| O | Subject | Up to 2000 characters |
| P | Customer Contact | Up to 40 characters |
| Q | Assignee | User Tag. Up to 40 characters, default to Owner’s Ref. (User must exist.) |
| R | Customer‘s Own Ref | Up to 40 characters. |
| S | Medium | Numeric |
| T-X | Extra Fields (pre 2002) | 5 fields of up to 16 characters each |
| Y | Serial No | Up to 120 characters |
| Z | Action | Up to 32 characters |
| AA | Action Date | 10 characters |
| AB | Action Time | 5 characters HH:MM, 24-hour clock. |
| AC | Cost | 10 numeric characters, 2 decimal places. |
| AD | Web Flag | Numeric |
| AE | Warning Date | 10 characters |
| AF | Warning Time | 5 characters HH:MM, 24-hour clock. |
| AG | 120 characters | |
| AH | Phone | 40 characters |
| AI-AL | Leave blank | |
| AM | Contact ID | Numeric |
| AN | Inventory ID | Numeric |
| AO | Support Level | Eg “First Line” |
| AP-AQ | Actual Action Date & Time | |
| AR-AS | Target Response Date & Time | |
| AT – AU | Actual Response Date & Time | |
| AV | Department | Up to 120 characters |
| AW | Location | Up to 40 characters |
| AX | Estimated Elapse time | Up to 16 characters |
| AY | Action resolved | Up to 16 characters |
| AZ | Folder | Numeric |
| BA | Contract | Up to 25 characters |
| BB | Sub Type | Numeric |
| BC | Resolved by | Up to 40 characters |
| BD | Group | Up to 40 characters |
| BE-BG | Leave Blank | |
| BH | PO | Up to 40 characters |
| BI | Escalation date | 10 characters (date) |
| BJ | Escalation time | 5 characters HH:MM, 24-hour clock. |
| BK | Urgency | Numeric |
| BL | Counter date | 10 characters (date) |
| BM | Counter time | 5 characters HH:MM, 24-hour clock. |
| BN | Counter duration | Up to 16 characters |
| BO | Outage date | 10 characters (date) |
| BP | Outage time | 5 characters HH:MM, 24-hour clock. |
| BQ | Outage duration | Up to 16 characters |
| BR | Project | Up to 40 characters |
| BS | Sales order | Up to 40 characters |
| BT | RMA | Up to 40 characters |
| BU | Value | Numeric |
| BV | Website | Up to 120 characters |
| BW | Service | Up to 40 characters |
| BX-BY | Leave Blank | |
| BZ | Counter | Numeric |
| CA | Service ID | Numeric |
| CB | Time zone | Numeric |
| CC | Org | Numeric |
| CD | Org | Up to 120 characters |
| CE | Config | Numeric |
| CF | Config | Up to 120 characters |
| CG-CI | STC Date, time, duration | |
| CJ-CO | Scheduled rate, time, start date, weekdays, stop date, day | |
| CP | No parents | Numeric |
| CQ | No children | Numeric |
| CR | Sort | Up to 250 characters |
| CS | Script ID | Numeric |
| CT-CY | Leave blank | |
| CZ | Last note | Numeric |
| DA | Leave blank | |
| DB | Ticker | Numeric |
| DC | Title 2 | Up to 250 characters |
| DD-DI | End date, end time, end duration, elapse time, date last updated, time last updated | |
| DJ-DM | Leave blank | |
| DN | Sort | Numeric |
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