SEE ALSO:
- Import from CSV files
- Import Extendable entities
- How to import entities from a CSV file
- Entities and fields supported for import from CSV files
- Import User Accounts from CSV file
- Create New Entities with an Imported CSV File
- Update Existing Entities within Import from CSV Files
- Import Hierarchical Backlogs from CSV Files
Brief summary of this article:
Targetprocess system has integrated Service Desk. External users log in to the portal and access their requests as Requesters. It is possible to bulk import accounts for Service Desk requesters. This article describes how to perform the import from CSV files. Several template files are available for download.
Here's how the typical CSV file with list of accounts of requesters looks like being opened in a spreadsheet editor:
Files in CSV (Comma-separated values) format are commonly used to transfer data between spreadsheet editors (such as Microsoft Excel, OpenOffice, LibreOffice, Google Sheets) and other software systems and tools.
Import from CSV files is one of the possible ways to create accounts for Requesters in Targetprocess. It is also possible to add them manually or rely on Inbound Email Integration plugin which automatically creates requesters using From: and CC: fields of incoming emails.
Import Requesters to Targetprocess
Targetprocess system contains all data about Requesters and their Requests. Integrated Service Desk provides access to these data to external users and does not contain any data inside. This is why you import Requesters to your primary Targetprocess system, not to the Service Desk.
Supported Fields and Formats
Here’s the list of the fields that can be mapped as columns during import:
| Name | Required | Format | Notes |
| ID | 123 | Update an existing Requester who has specified numeric ID. New Requester is created when ID value is blank or not mapped. | |
| V | andrew.gray@company123.com | Must be unique. | |
| First Name | Andrew | ||
| Last Name | Gray | ||
| Company | Company 123 | Used to split visibility of Requests in Service Desk portal by companies.
Attempt of automatic assignment of newly added Requester to an existing Company is performed when field is not mapped or when value in mapped field is blank. |
|
| Note | line1 line2 line3 |
Notes field in account details. Multi-line notes are supported. Use plain text format without HTML markup. | |
| Phone | (415) 555 2671
+14155552671 |
Phone field in account details. | |
| Creation Date | 2017-06-23 | Set to the current day if not mapped. Cannot be updated for existing Requesters. | |
| Custom Fields | One column per each field. |
Passwords are not set to newly created requesters. As a result they are unable to log in until they follow Forgot your password? link on the Service Desk login page.
Source field is set to Internal by default for all the imported Requesters.
How to perform the Import
Upload CSV file with Requesters data on the Settings > Import page. Then customize settings and map columns.
Find basic principles of importing CSV files in the dedicated article: How to import entities from a CSV file
Required Permissions
Administrators in Targetprocess can import Requesters by default.
Non-administrators can import Requesters if their Default Role has Add/Edit permission for Requester entity.
Download Template Files
Three template files are available below: basic, typical and full.
Import Requesters: Basic
This templates contains only required column which is Email.
Download File: import-requesters-basic.csv
Settings for import:
Import Requesters: Typical
This template contains commonly used columns: First Name, Last Name, Email, Company. It could be required to perform manual assignment of new requesters to companies in the case when rules of automatic assignment do not fit your needs.
Download File: import-requesters.csv
Importing Company assignments
This template illustrates how to import personal assignments to Companies. Therefore as a prerequisite corresponding Companies must be created in the system settings. Skip the mapping for this field otherwise.
More information on this step: How to manage Requests by Companies
Settings for import:
Import Requesters: Full
This template contains all supported columns: First Name, Last Name, Email, Company, Note, Phone, Creation Date, CRM Reference (Custom Field).
Importing Custom Field values
This template illustrates how to import Custom Field values. Therefore as a prerequisite the Text type Custom Field named CRM Reference must be added to Requester entity in the system settings. Skip mapping for the missing custom fields otherwise.
More information on this topic:
Download File: import-requesters-full.csv
Settings for import:
Known Issues
Entity Type column in CSV file
If exists: it must contain Requester value for each user. You'll need to make initial selection after the file is uploaded.
If missing: select Requester as type of entities to import before the file is uploaded.
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