Import Data

Import Data

ServiceDesk Plus MSP Cloud allows you to bulk import various types of records from your existing database or other applications.
 
Bulk import is supported for the following types of records:
  
Module
Supported Record Types
Records that can be imported globally for multiple modules
 
 
Attachments can be imported globally for Requests, Solutions, Changes, Tasks, and Conversations.

Worklogs are supported globally for all modules.

Conversations can be imported globally for Requests and Changes.

You can mention the module name in the CSV file to map the attachment to the respective module.
Solutions
Solution articles and attachments
Customer
Customer details, address, and contact information.
Purchase Order
Purchase order details and relevant information.
Contracts
Contractual details and relevant information.
Vendor
Vendor and vendor-associated products.
Custom Modules
Any type of data can be mapped into the Custom module fields, except for attachments/inline images.
Admin
Users, Regions, Sites, Departments, Technician Groups, Category. GL code, Cost Center
General
Tasks and Task Comments
Requests
Request data including request details and tasks.
Problems
Problem data and associated tasks, and conversations
Changes
Change data including change details, and tasks,
Releases
Release data including release details, tasks, and conversations.
Projects
Project data including project details, project members, project comments, milestones, milestone comments, tasks, and task comments.
CMDB
Configuration items and CI relationships
Maintenance
Request Maintenances and Change Maintenances
Asset Type
Workstations, mobile devices, assets (other than workstations), components, consumable quality details, consumable allocations, and software licenses.
Info
If the site name is not provided during the import of sites, the data will be imported to the default site of the customer. 

If the associated site details are not mentioned in the import file, the department and group will be imported with the default site association of the customer. 

While importing Cost Center, if the site details mentioned in the import file are not available in the instance, the department will be imported to the default site of the customer. 
Info
 For customers, the customer domain cannot be imported.  
 

Prerequisites for Data Import 

Role Required

  1. Only SDAdmin has permission to initiate data import for all modules, except for the Assets module.
  2. In the Assets module, the SDAssetManager and AssetConfig can initiate data import. However, the user, site, and department associated with an asset can be updated only if the user has SDAdmin permission.
  3. If the user has SDSiteAdmin permission along with the SDAssetManager or the AssetConfig role, they can create departments while importing assets.

Importing Organizational Roles 

Organization roles can be updated for users, sites, regions, departments, and groups during import using email addresses. Ensure that you create the organization roles in the application before importing users for that role. Learn more.

Importing Changes 

  1. Sort the change requests in ascending order by their IDs in the CSV files.
  2. Change Workflow field cannot be imported.
  3. Stage and status present in the CSV file should be populated in Setup > Customization > Change Management > Stage and Status before importing the CSV file.
    1. If the stage and status present in the CSV file are not populated in Setup, the imported change will be set to the Submission stage and Requested status by default.
    2. If the stage is present but the status is not populated in Setup, the stage will be imported while the status will be set to the default status of that stage.
  4. If the stage of a change task present in the import file is not populated in Setup, the task will be added to the Implementation stage by default.
  5. While importing attachments in the change module, the Attachment Module column must be mentioned in the CSV file.
  6. The Attachment Module column should be specified as one of the following:
    1. GENERAL
    2. IMPACTDESC
    3. ROLLOUTPLAN
    4. BACKOUTPLAN
    5. CHECKLIST
    6. UAT_PLAN
    7. UAT_ISSUES
    8. RELEASE_ISSUES
    9. REVIEW
  7. Specify GENERAL as an attachment module in the CSV file to add attachments to the change request.
  8. If another attachment module is specified, the attachment will be added to the respective description field.
  9. The attachment module names are case-sensitive.
  

Importing Worklogs 

Modules should be specified in the CSV files for importing worklogs. For worklogs in requests, problems, releases, and changes use Request, Problem, Release, and Change as values. For task worklogs, use General Task, Request Task, Change Task, Problem Task, Release Task, Project Task, and Milestone Task as values for the respective tasks.  
 

Import Data 

Role Required: SDAdmin
 

Step 1: Choose File 

  1. Go to Setup > Data Administration > Import Data.
  2. Choose the record you want to import using the Select Module dropdown.
  3. Select the customer for which you wish to import the data from the filter in the header. The customer filter will be enabled based on the module selected.
  4. Choose how you would like to import: Add records and update if already exists, Update if already exists, Delete existing records and add, or Ignore duplicate records.
  5. Select the import file format: CSV, XLS, or XLSX. Additionally, the records in the Projects module also support .mpp (Microsoft Projects) format. You can also download a sample CSV file for each record for the upload format. If All Customers is selected in the customer filter in the application header, the downloaded sample CSV file will contain a Customer column.
  6. Click Choose file to import file, and select the character encoding format.
  7. Enter Sheet No if the selected file format is XLS or XLSX.
  8. Finally, click Next.
  

Step 2: Customize Mapping 

Map the record fields with the column names in the CSV file. If you are importing data to a custom module, select the custom module to load the fields configured in the custom module.
  
Select the correct date and time format of the import file.
Info
While importing vendors, you can enable the Import Associated Product Details checkbox to map vendors with existing products. If the product specified is not found in the application, a new product will be created and mapped with the imported vendor. 

If a vendor's name is duplicated in the imported file, multiple products will be mapped to the same vendor.     

If the date-time format of any date field in the CSV file does not match the format chosen while mapping the imported file columns, the Created Time field  will be set to the current time, and the   other date fields will not be set. 
      
If both the user and department associated with an asset are not present in the application, the asset will be imported in the In Store state. 

If the site associated with an asset is not present in the application, the asset will be imported under the Base Site of the customer. 

Ensure you have mapped all mandatory fields (represented by *), and click Next.   
 

Finally, click Import Now to initiate the data import.

Importing Customer Users

While importing users of customers, you can enable/disable the self-service portal login for the users.

Specify TRUE or FALSE under the Enable Self-Service Login column in the CSV, XLS, or XLXS file for import.

Users from unverified domains will be imported into the application with login disabled, regardless of the settings in the import file.

Info
MSP Organization users cannot be added as users for customers.   

Import History  

You can view the import status under Setup > Data Administration > Data Import > Import History.

To view details of an import operation, click the desired Import Result field.


    • Related Articles

    • Data Encryption

      ServiceDesk Plus Cloud MSP provides the means to protect sensitive and confidential user data via encryption. Encryption is the process of encoding information and making the information accessible only by authorized parties. The encryption process ...

    • Export Data

      Role Required: SDAdmin You can export the following data from the application in the CSV or XLSX format: Users Requests Customer Problems Changes Releases Purchase Order GL Code Cost Center Solutions Attachments Category Contract Vendor Asset Type: ...

    • Archive Data

      Data archiving enables the user to archive closed or resolved requests, and move them to a separate storage state. Archiving requests positively impacts the performance of the help desk by preventing the accumulation of active requests. Role ...

    • Vendor

      Vendors are suppliers who sell products or services to an organization. ServiceDesk Plus Cloud MSP enables efficient tracking of products/services provided by each vendor. You can add vendors manually or import them via CSV files. After adding ...

    • Onboard Customers

      You can add customers individually or import multiple customers at once in ServiceDesk Plus MSP Cloud. Role Required: SDAdmin The MSP may be handling IT services for numerous clients. Adding these clients to the application as customers helps in ...