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

Managing Products

Importing Products

Exporting Products


Managing Products


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

HotH has an integrated Configuration Management Database (CMDB) which allows you to log tickets against CMDB entries. There are separate folders for Products, Assets (Inventory Items), Customers, Contacts and Services.

You can access the Products database by navigating to Your Company > Products. Here, you will see a link to Add add button"your company" drop-down menuProducts are the names given to pieces of kit i.e. ‘Printer’. It is the Assets or Inventory that define the specific item, with reference number etc. So, to enter a product, input the product name and any other required details, and then click OK to save.

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Importing Products


HotH 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 HotH databases.

In addition, HotH also has the ability to export your Product and Product Version data from the HotH 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 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 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’. HotH 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

BReferenceUp to 40 characters, mandatory and unique.
(The Product must not currently exist.)
CNameUp to 120 characters, mandatory and unique
DDescriptionUp to 250 characters
ECreation Date10 characters. Default, today’s date
FStatusUp to 16 characters
GAnalysis Date10 characters
HPrice10 numeric characters, 2 decimal places
ISupplierUp to 40 characters
JManufacturerUp to 40 characters
KMaintenance ContractUp to 40 characters
LFoldersA 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|”).
MArchive & Web FlagNumeric
NService LevelUp to 32 characters
OTypeUp to 40 characters
P-TExtra Fields (pre 2002)5 fields of up to 25 characters each
VRate per Hour10 numeric characters, 2 decimal places
WRate per Day10 numeric characters, 2 decimal places
XNo. in StockNumeric
YNo. SoldNumeric
ZReorder LimitNumeric
AAReorder AmountNumeric
ABSystem IDNumeric – leave blank for new records
AC Leave blank
ADEmailUp to 120 characters
AEAssignee IDNumeric
AFArchive0 for live, 1 for archive
AGFile NameUp to 120 characters
AHCurrencyUp to 16 characters
AIURLUp to 200 characters
AJCopyrightUp to 120 characters
AKLanguageUp to 40 characters
ALExtra Date10 characters
AMCall LimitNumeric
ANRemote IdNumeric
AOUse CountNumeric
APNot Used0 for used, 1 for not used

Product Version Record – Type PV

BProduct RefUp to 40 characters (Product must exist.)
CVersion RefUp to 16 characters, mandatory and unique for this Product
DEnvironmentUp to 16 characters
ECreation Date

10 characters

If omitted, today’s date is used

FDescriptionUp to 250 characters
GStatusUp to 16 characters
HAnalysis Date10 characters
IPrice10 numeric characters, 2 decimal places
JModificationUp to 250 characters
KArchive FlagNumeric
LWeb FlagNumeric
MSystem IDNumeric – leave blank for new records
NCurrencyUp to 16 characters


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Exporting Products


You can export the current Product 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 Products

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

In the WebServer, navigate to Your Company > Products, 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 webserverIn the Windows interface, you can export the Product records in the summary list using Export CSV on the File ribbon tab/Menu. Additionally, in the Windows version you can use the Export CSV option on the Database menu to export more Product records.exporting products on windowsTick the Product box, click the OK button and then choose a location and file name for the export file. The default is export.txt on the HotH directory. If this file already exists, you must confirm to replace the existing file. On completion, you can view the export file before being returned to the main window.

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