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Title
How to import tickets and comments to a Service Desk queue -
Description
Introducing the new Service Desk “Ticket Import” feature for the KACE Systems Management Appliance.
The SMA 12.0 Service Desk now includes a custom mapping capability to import tickets from external systems, to allow administrators to easily migrate tickets from another system.
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Resolution
Pre-requisite:
1. CSV file containing the ticket data to be imported.
Note: CSV file should be in UTF-8 format.
To import a list of tickets to a Service Desk queue:
- Navigate to Service Desk | Configuration and select “Import Tickets”
- Click “Choose file” to browse for the CSV file with the ticket list to be imported.
- Select the queue to which the ticket list should be imported to. If templates are enabled, select the desired template for the tickets.
- Click Next.
- Map ticket fields with the corresponding CSV file fields.
- Click “Preview”. If there are any mapping errors or fields containing unsupported data types, a message will be shown explaining where the issue is.
- If there are any issues with the data or the mapping, click “previous” to go back to the Field mapping screen and correct the mapping, or re-upload the CSV file with the corrections.
- Once all the fields have been mapped correctly, the “Import” button will be made available in the wizard. Click “Import”
- Imported tickets should be now listed under the selected Service Desk queue.
To import comments into existing tickets:
- Navigate to Service Desk | Configuration and select “Import Tickets”
- Click “Choose file” to browse for the CSV file with the ticket list to be imported.
- Select the queue to which the ticket list should be imported to. If templates are enabled, select the desired template for the tickets.
- Click Next.
- In the Field Mapping page, map Title, Comment and any other field that needs to be updated and select one of the mapped fields as a Primary Key (PK), i.e. Title.
Note: Proper format should be used when importing ticket comments.
Expected format for comment field is "Datetime";"User";"Comment";"Owners Only flag [optional Y/N]".
Multiple comments inside a single cell should be delimited with '|EOL|'.
6. Click "Preview"
7. Click Import
Imported comments will look as follows:
- Navigate to Service Desk | Configuration and select “Import Tickets”