Importing Tickets

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.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.errIf 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 E-mail 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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