Click the links to the topics outlined below to learn more information:

Managing Organisations

Importing Organisations

Exporting Organisations


Managing Organisations


Organisations may be external companies that you support containing individual internal users. Set them up by entering details, or importing them as CSV files.

If you are importing your Organisations via CSV load, please consult the Importing Organisations Guide. If you are adding them manually, please follow the guidelines below:

If you wish to enter your Organisations, this is done via the Your Company drop-down menu, seen below:"your company" drop-down menu
Clicking on Orgs and “Add New Org add button” will bring up the details screen in which you can create your new Organisations record. There are numerous fields in which you can add as much or as little data as is required. Once entered and saved, you may wish to have your Customers associated with the Organisation you organisation form
To do the latter, first create and save your Organisation with the name of the company. Then, via Your Company > Customers, select the Organisation you wish to associate with them from the Orgs drop-down. Click OK to save. The Customer (User) will now be linked to the Organisation.connect user to org

Learn more about Customers (Users) here.

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Importing Organisations


HotH has the ability to load external Organisation data files directly into the databases. You can therefore download data from any existing databases and populate the HotH.

In addition, HotH also has the ability to export your Organisation data from the HotH database to a CSV file, which you can learn more about on the Exporting Organisations Guide.

The files to be imported must be flat files of comma-separated values. Each line in the text file represents a HotH 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 Organisations referenced in the Tickets should belong to the current Folder. HotH does not make these checks.

How to import the file

In the WebServer, go to Import CSV from Settings.import csv file page
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 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.

Organisation Record – Type C

BReferenceUp to 16 characters, mandatory and unique (The Customer must not currently exist).
CNameUp to 120 characters, mandatory
DAddress Line 1Up to 50 characters
EAddress Line 2Up to 50 characters
FAddress Line 3Up to 50 characters
GAddress Line 4Up to 50 characters
HAddress Line 5Up to 50 characters
IPost CodeUp to 16 characters
JPhone No 1Up to 40 characters
KCreation Date10 characters
If omitted, today’s date is used.
LAccount ManagerUp to 40 characters
MNarrativeUp to 2000 characters
NFax NoUp to 40 characters
OPhone No 2Up to 40 characters
PE-MailUp to 120 characters
QModemUp to 40 characters
RMaintenance Expiry Date10 characters
SService LevelUp to 32 characters
TMarket20 characters
UDepartmentUp to 120 characters
VWeb FlagNumeric
WArchive FlagNumeric (1=Yes, 0=No)
XCharging FlagNumeric
YNewsUp to 400 characters
ZFee10 numeric characters, 2 decimal places
AAFoldersA series of numbers delimited by | to note the Folders in which the customer can be used.
AB-AFExtra Fields (pre 2002)5 fields of up to 25 characters each
AGInternal1=Yes, 0=No
AHTypeUp to 16 characters
AICalls LeftNumeric
AJRate per Hour10 numeric characters, 2 decimal places
AJRate per Day10 numeric characters, 2 decimal places
ALContract NoUp to 25 characters
AMWebsiteUp to 120 characters
ANSystem IDNumeric – leave blank for new records
AO-AP Leave blank
AQTITLEUp to 60 characters
ARLocationUp to 40 characters
ASSerial NoUp to 120 characters
ATCurrencyUp to 16 characters
AUAssignee IDNumeric
AV-AX Leave blank
AYCountry CodeUp to 40 characters
AZCustomer LevelNumeric, 1=ORG
BAOrganizationNumeric Code
BBPagerUp to 120 characters
BCEmail 2Up to 120 characters
BDReasonUp to 250 characters
BFStatusUp to 32 characters
BIRoleUp to 40 characters


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Exporting Organisations


You can export the current Organisation databases into a named file. The output records have the same layout as the corresponding Import records. This is useful if you want to create an import file; create a ‘dummy’ record, populating the required fields with discernible text, such as REF in a reference field. The exported data can then be used as a template for the import layout.

How to Export Customers

To export data, show the Organisation records in the summary and filter the list as required.

In the WebServer, navigate to Your Company > Orgs, then use the Export option in the Summary Options navigation bar; this will then offer the option to View the output. Now, you can open or save the file.exporting tab on webserver

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