Import and Export Guide

Transcription

1 Import and Export Guide Import Data for initial configuration to load records such as customers and their inventory. Export data for transfer to other systems. Importing Data SupportDesk has the ability to load external data files directly into the databases. You can therefore download data from any existing databases and populate the SupportDesk databases. 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: Calls and Notes are loaded into the current Call Folder. Any Products, Customers and Categories referenced in the Calls should belong to the current Folder. Similarly, if you are importing Calls to an archive Folder, the Calls should have status Closed. SupportDesk does not make these checks. How to import the file 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. 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. Exporting Data You can export the current databases into a named file. The output records have 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 discernable text, such as REF in a reference field. The exported data can then be used as a template for the import layout. To export data, show the records in the summary and filter the list as required. In the Webserver, use the Export option in the record navigation bar; this will then offer the option to View the output. Now, you can open or save the file. In the Windows interface, you can export the 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 records. 1

2 Tick the boxes required and then save the file. Import Formats You can import most record types, the most often used are detailed here. Excel column headings are supplied 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. Import Products Product Record - Type P A Code "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 U Licenses Numeric 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 Y No. Sold Numeric 2

3 Z Reorder Limit Numeric AA Reorder Amount Numeric AB System ID Numeric leave blank for new records AC AD Up to 120 characters AE Assignee ID Numeric 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 AM Call Limit Numeric AN Remote Id Numeric AO Use Count Numeric AP Not Used 0 for used, 1 for not used Product Version Record - Type PV A Code "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 K Archive Flag Numeric L Web Flag Numeric M System ID Numeric leave blank for new records N Currency Up to 16 characters 3

4 Import Customers Customer Record - Type C A Code "C" B Reference Up to 16 characters, mandatory and unique (The Customer must not currently exist). C Name Up to 120 characters, mandatory D Address Line 1 Up to 50 characters E Address Line 2 Up to 50 characters F Address Line 3 Up to 50 characters G Address Line 4 Up to 50 characters H Address Line 5 Up to 50 characters I Post Code Up to 16 characters J Phone No 1 Up to 40 characters K Creation Date 10 characters If omitted, today s date is used. L Account Manager Up to 40 characters M Narrative Up to 2000 characters N Fax No Up to 40 characters O Phone No 2 Up to 40 characters P Up to 120 characters Q Modem Up to 40 characters R Maintenance Expiry Date 4 10 characters S Service Level Up to 32 characters T Market 20 characters U Department Up to 120 characters V Web Flag Numeric W Archive Flag Numeric (1=Yes, 0=No) X Charging Flag Numeric Y News Up to 400 characters Z Fee 10 numeric characters, 2 decimal places AA Folders A series of numbers delimited by to note the Folders in which the customer can be used. AB-AF Extra Fields (pre 2002) 5 fields of up to 25 characters each AG Internal 1=Yes, 0=No AH Type Up to 16 characters AI Calls Left Numeric AJ Rate per Hour 10 numeric characters, 2 decimal places AJ Rate per Day 10 numeric characters, 2 decimal places AL Contract No Up to 25 characters AM Website Up to 120 characters AN System ID Numeric - leave blank for new records AO-AP AQ TITLE Up to 60 characters

5 AR Location Up to 40 characters AS Serial No Up to 120 characters AT Currency Up to 16 characters AU Assignee ID Numeric AV-AX AY Country Code Up to 40 characters AZ Customer Level Numeric, 1=ORG BA Organization Numeric Code BB Pager Up to 120 characters BC 2 Up to 120 characters BD Reason Up to 250 characters BE Status Numeric BF Status Up to 32 characters BG Latitude Numeric BH Longitude Numeric BI Role Up to 40 characters Inventory Record - Type CP A Code "CP" B Customer Ref Up to 40 characters, mandatory (Customer must exist.) C Product Ref Up to 40 characters, mandatory (Product must exist.) D Version Ref Up to 16 characters, mandatory (Product Version must exist.) E Date 10 characters (Default today s date) F Narrative Up to 2000 characters G Serial No Up to 120 characters H Asset No Up to 25 characters I Status Up to 25 characters J Analysis Up to 25 characters K Cust Contract Start 10 characters (date) L Cust Contract End 10 characters (date) M Cust Contract Period Up to 25 characters N Cust Contract Fee 10 numeric characters, 2 decimal places O Cust Contract Code Up to 25 characters P Purchase Date 10 characters Q Purchase Price 10 numeric characters, 2 decimal places R Pur. Order No Up to 25 character. S Pur. Invoice No Up to 120 characters T Pur. Contract No Up to 25 characters U Installation Start Date 10 characters V Installation End Date 10 characters W Location Up to 40 characters X Room Up to 25 characters 5

6 Y Floor Up to 25 characters Z Building Up to 25 characters AA Contact Up to 40 characters AB Extra 1 (pre 2002) Up to 25 characters AC Extra 2 (pre 2002) Up to 25 characters AD Extra 3 (pre 2002) Up to 25 characters AE Service Level Up to 32 characters AF Extra 4 (pre 2002) Up to 25 characters each AG Extra 5 (pre 2002) Up to 25 characters each AH Flags Numeric (set to zero) AI Cust Contract No Up to 25 characters AJ Supplier Up to 40 characters AK Supplier SLA Up to 32 characters AL Supp Contract Expiry 10 characters (date) AM System ID for new records AN Type Up to 40 characters AO Archived Numeric (1=Yes, 0=No) AP Primary Numeric AQ Status Numeric AR ID Up to 120 characters AS Numeric Flag Set to 0 AT Department Up to 120 characters AU Currency Up to 16 characters AV Source ID Numeric AW GUID Up to 120 characters AX Depreciation Period Numeric AY Salvage Price 10 numeric characters, 2 decimal places AZ Depreciation Type Numeric BA Depreciation per year Numeric BB Cost Centre Up to 40 characters BC Folders A series of numbers delimited by to note the Folders in which the inventory can be used. BD Op. Status Up to 16 characters BE Client Order No Up to 40 characters BF ISDN Up to 40 characters BG Service Supplier Up to 40 characters BH Service PO Up to 40 characters BI Depreciation start Up to 10 characters BJ Depreciation cost Numeric BK-BM 6 Leave Blank BN Address Up to 40 characters BO URL Up to 200 characters BP SNMP Enabled 0 if not enabled, 1 if enabled BQ Quantity Numeric

7 BR Sequence Numeric BS Net fee Numeric BT Date added to contract 10 characters (date) BU Note Up to 2000 characters BV Goods in date 10 characters (date) BW Test date 10 characters (date) BX Audit date 10 characters (date) BY Partial Numeric BZ Consignment Up to 40 characters CA Latitude Numeric CB Longitude Numeric CC Direct Ship Numeric CD ETA 10 characters date CE Last audit date 10 characters date Contact Record - Type CC A Code "CC" B Reference Up to 40 characters, mandatory (The Customer must exist). C Date 10 characters If omitted, today s date is used. D Name Up to 40 characters E Department Up to 120 characters F Location Up to 40 characters G Address Line 1 Up to 40 characters H Address Line 2 Up to 40 characters I Address Line 3 Up to 40 characters J Address Line 4 Up to 40 characters K Address Line 5 Up to 40 characters L Post Code Up to 16 characters M Phone No 1 Up to 40 characters N Phone No 2 Up to 40 characters O Up to 120 characters P Fax No Up to 40 characters Q Narrative Up to 2000 characters R Title Up to 60 characters S-W Extra Fields (pre 2002) 5 fields of up to 25 characters each X System Id Numeric leave blank for new records Y Salutation Up to 25 characters Z Service Level Up to 32 characters. AA Mobile Up to 40 characters AB Classifications Up to 10,000 characters AC Response Up to 25 characters AD Assistant Up to 40 characters 7

8 AE Time Zone Up to 16 characters AF Channel Numeric AG Flags Numeric AH Job Role Up to 40 characters AI Template Numeric AJ IP Phone Up to 40 characters AK Archive 0 for live, 1 for archive AL Primary Contact 0 for no, 1 for yes AM Expiry Date 10 characters (date) AN Status Numeric AO Group Level Numeric AP Import Calls 8 Leave Blank AQ News Up to 400 characters 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, Call 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 S Medium Numeric T-X Extra Fields (pre 2002) Up to 40 characters. 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.

9 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 AM Contact ID Numeric AN Inventory ID Numeric AO Support Level Eg First Line AP-AQ AR-AS AT - AU Actual Action Date & Time Target Response Date & Time 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 9

10 CC Org Numeric CD Org Up to 120 characters CE Config Numeric CF Config Up to 120 characters CG-CI CJ-CO STC Date, time, duration 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 CZ Last note Numeric DA DB Ticker Numeric DC Title 2 Up to 250 characters DD-DI DJ-DM End date, end time, end duration, elapse time, date last updated, time last updated DN Sort Numeric Call Note Record - Type ER A Code "ER" B Call Ref Up to 8 characters. (Call must exist.) C Author User Tag. Up to 40 characters, mandatory (User must exist.) D Creation Date 10 characters. If omitted, today s date is used. E Creation Time 5 characters HH:MM, 24-hour clock. If omitted, current time is used. 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 Job Time 5 characters HH:MM, 24-hour clock. K Note Text Up to 10,000 characters. L Note Number Up to 6 numeric characters M Number of Attachments Numeric N Sub Type Numeric O Urgency Numeric P Action Numeric Q Leave Blank R Originator Up to 40 characters. S Contract Up to 25 characters. T Create Date 10 characters. U Create Time 5 characters HH:MM, 24-hour clock. V Internal Up to 8 characters. 10

11 W Time Type Up to 12 characters. Import KnowledgeBase KnowledgeBase Record Type KB A Code "KB" B Keywords Up to 250 characters, mandatory C Problem Up to 2000 Characters D Topic Up to 32 Characters E Sub-Topic Up to 32 characters F Web Link Up to 200 characters G User Up to 40 characters. The User's Tag, User must exist. H Flag Numeric (set to 0) I Creation Date 10 characters. Default today s date. J Source Call Ref Up to 16 characters. The Reference of the originating Call. K Solution Up to 10,000 characters L-O Flags P Prod Ref 16 Characters must exist Q Cust Ref 16 Characters must exist R Internal Numeric S Unvalidated Numeric T Status Numeric U ID Numeric V Solution Up to 128 characters W X Relevance Numeric Y Script Id Numeric Z Service Up to 40 characters AA Value Up to 40 characters AB Cost Numeric AC Type Up to 40 characters AD Root Cause Up to 128 characters AE Tier Numeric AF Rating no Numeric AG Rating Average Numeric Import Suppliers Supplier Record Type SU A Code "SU" B Identifier Numeric. Mandatory and sequential C Name Up to 40 Characters D Archived 1=Yes, 0=No 11

12 E Flags Numeric (set to 0) F Up to 120 characters G Phone Up to 40 characters H Fax Up to 40 characters I Terms Up to 40 characters J Courier Up to 40 characters K Notes Up to 250 characters L Contact Up to 40 characters M WebSite Up to 200 characters N Address Line 1 Up to 40 characters O Address Line 2 Up to 40 characters P Address Line 3 Up to 40 characters Q Address Line 4 Up to 40 characters R Address Line 5 Up to 40 characters S Postcode Up to 16 characters T Date 10 characters Import Activity Activity Record Type AC A Code "AC" B Identifier Numeric. Mandatory and sequential C Type Numeric D Customer Up to 40 characters E Contact Up to 40 characters F Reference Up to 40 characters G Product Up to 40 characters H Version Up to 16 characters I Detail Up to 128 characters J Conclusion Up to 128 characters K Creation date 10 characters (date) L Creation time 5 characters HH:MM, 24-hour clock. If omitted, current time is used. M-R Date reminder & time reminder, scheduled date & time, complete date & time S Budget Numeric T Percentage Numeric U Actual Numeric V Archived Numeric W Flags Numeric X Author Up to 40 characters Y Assignee Up to 40 characters Z Reminder Numeric AA Completed Numeric 12

13 AB Expected elapse time 5 characters HH:MM, 24-hour clock. If omitted, current time is used. AC Actual elapse time 5 characters HH:MM, 24-hour clock. If omitted, current time is used. AD Source Up to 16 characters AE Duration No & Duration type AG Hours Numeric AH-AK Rater per hour, total hours, rate per day, total days AL Supplier Up to 40 characters AM Inventory Numeric AN SLA Numeric AO Comms Up to 120 characters AP Source ID Numeric AQ Completed by Up to 40 characters AR Org Numeric Import NoticeBoard NoticeBoard Record Type NB A Code "NB" B Identifier Numeric. Mandatory and sequential C From Up to 250 characters D To Up to 250 characters E Reference Up to 16 characters F Subject Up to 250 characters G Date 10 characters (date) H Time 5 characters HH:MM, 24-hour clock. If omitted, current time is used. I Type Numeric J Flags Numeric K Alert Numeric L Topic Up to 40 characters M-Q 13 Leave Blank R To Name Up to 250 characters S From Name Up to 250 characters T CC Up to 250 characters U BCC Up to 250 characters V Message Up to 128 characters W Br Date 10 characters (date) X Br Time 5 characters HH:MM, 24-hour clock. If omitted, current time is used. Y Attributes Z Folder Numeric AA News Item Numeric

14 AB-AE News from date, news from time, news until date, news until time AF URL Up to 200 characters AG Message ID Up to 250 characters AH Classify Up to 120 characters Import Contracts Contract Record Type CO A Code "CO" B ID Numeric. Mandatory and sequential C Contract Up to 25 characters D Start date 10 characters (date) E Expire date 10 characters (date) F SLA Numeric G Type Up to 16 characters H Cost Numeric I Archived Numeric J Supp Contract Numeric K Supplier Up to 40 characters L Note Up to 2000 characters M Date 10 characters (date) N Flags Numeric O Status Up to 32 characters P Terms Up to 40 characters Q Product Up to 40 characters R Contact Up to 40 characters S Customer Up to 40 characters T Cost budget Numeric U Name Up to 120 characters V Calls left Numeric W Budget code Up to 25 characters X Notice days Numeric Y Inventory Numeric Z Assignee Numeric AA Supp SLA Numeric AB Org Numeric AC Renewal date 10 characters (date) AD Reminder date 10 characters (date) Import Logins Login Record Type U A Code "U" 14

15 B Tag Up to 40 characters C Name Up to 40 characters D Position Up to 40 characters E Narrative Up to 250 characters F Date 10 characters (date) G Login Up to 120 characters H Password Up to 120 characters I Privilege Numeric J Flags Numeric K Default Folder Numeric L Location Up to 40 characters M Department Up to 120 characters N Manager Up to 40 characters O Up to 120 characters P View Name Up to 60 characters Q Customer reference Up to 40 characters R Net Flags Numeric S Dictionary Up to 16 characters T Support Group Numeric U-V Rate per hour, rate per day W-AA Address (up to 50 characters for each field) AB Post code Up to 16 characters AC Fax Up to 40 characters AD Phone number Up to 40 characters AE Phone number 2 Up to 40 characters AF Mobile number Up to 40 characters AG Folders Up to 250 characters AH ID Numeric - leave blank for new records AI Flags2 Numeric AJ Department Lock In Up to 120 characters AK Archived Numeric (1=Yes, 0=No) AL Time zone Numeric AM Pager Up to 120 characters AN Receive pop ups Numeric AO Open limit Numeric AP Org lock in Numeric AQ GUid Up to 250 characters AR Advanced Permissions Numeric AS-CZ Permissions Numeric DA Active Numeric DB News Up to 400 characters DC Channel Numeric DD-DE Enter date, enter time DF Type Numeric DG Sub Type Numeric DH Status Numeric DI SLA Numeric DJ Action Numeric DK Urgency Numeric DL template Numeric 15