Data Import - Troubleshooting Guide

Version 19

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    Environment:

    Service Desk - All Versions

     

    Review Date:

    10.10.2014

     

     

     

     

     

     

     

    Troubleshooting:

    These steps are generic to be followed on any type of Data Import that you have set up. Whether you are setting up a User import or CI import.

     

     

    1. Make sure that your Data Import Service on the Server is started.

    Check that the service is started. If it is, restart the service as this will sometimes show you the problem or solve the problem.

    Then look in your Application Event log on the Server to see if you have any error message from the Data Import Service.

     

    How to check that your Service is started:

    Log on your Configuration Centre: http://<<ServerName>>/ServiceDesk.ConfigurationCentre. Default login details: User: Sa Password: Administrator

    Under your Configured Services find "Data Import Service". Stop and Restart this.

     

    If you haven't gotten a "Data Import Service" under Configured Services you can create one by selecting "Create" for the Data Import Service under: Available Services.

     

    If you are running Service Desk 7.4 or older:

    Log on to your Server and go to Administrator Tools - Services. Find your Data Import Service and restart this.

     

    2. Test the Data Connection created from within Console

    Log on to your Console and go to your Data Import Component. Find your Data Connection and click the "Test Connection" action in the Action panel. If the Connection isn't working, this will throw an error message.

     

    testconnection.jpg

     

    3. Check your Log file

    When you set up your Mapping, you can select to log your import. Make sure that you set this as this will give you a history of all imports taken place and also show you any errors happening.

     

    4. Create a Query on the Data Connection.

    Creating a Query will allow you to see all the data that you are due to import. Once you have created a Data Connection and Connection Type in the Data Import Component, this will show up as a Module and Object in Object Designer, meaning a Query can be created on these, the same as you create a Query on any other Object. Go to Query and Report Designer and choose to create a new Query. Choose your Data Connection under Module and your Connection Type as the Object. Add on all relevant attributes, save and run the Query. A lot of issues with an import will show up when you try to load the Query. For example, if you have a problem with the data itself, it will show here.

     

    5. Try running the import manually.

    If this works, but the schedule one doesn't, please see this document: Scheduled data import not working when manual import works.

     

    6. Set your Data Import Service log severity to Trace

    This step will allow us to see more information in our Application Event log when running the Scheduled Import.

    We're going to set this up on the System Tray Service rather than the Windows Service as the Data import Windows Service won't allow us to see the information required on this option.

    Log on to your Configuration Centre and open up your relevant Instance and stop the Data Import Service. On your Server, go to the following location: "C:\Program Files (x86)\LANDesk\Service Desk\AppServices" and find the following config file: "Touchpaper.Service.DataImport.SystemTray.exe.config"

     

    Edit this config file accordingly:

        Make sure you add in the correct TPS Host, URL and Username.

        Set the Log Severity to "Trace"

    serviceconfigfile.jpg

     

    Now go to your Start - All Programs - LANDesk - LANDesk Service Desk and select: "DataImport". This will open up the System Tray Data Import Service.

    Re-set your Scheduled import to a time in the future. Allow this time to pass and then right click on your DataImport service in the System trace and select "Run Scan"

     

    dataimportstartservice.jpgrunscan.jpg

     

    After the Import has run, check the Application event log on the server for error messages relating to your Data Import Service.

     

     

     

     

    Common Error message and solutions:

     

     

    Error:

    When importing from a spread sheet and you save the connection type you get:

     

    "The Microsoft Access database engine cannot open or write tot he file 'XXX' It is already opened exclusively by another user, or you need permission to view and write its data"

     

    saving connection type.jpg

     

    This either means that the spread sheet is either opened in Excel or you do not have permissions to the file.

    Make sure that the spread sheet isn't opened. Add the relevant user to have full permission to the file. If you are not sure, add 'Everyone'.

     

     

    Error:

    When testing the Import from the Import Mapping screen, you get the following error:

     

    "You must set a target kay attribute for the root object in the tree hierarchy before you can continue"

     

    target key.jpg

     

     

    This means that you haven't set a Target Key attribute. You will always need a Target Key attribute set on every Object that you are importing in to, or the System doesn't know which attribute to compare the values towards to see if the value already exist in the target or not.

    The selected attribute for this will need to be unique so it's suggested to always set "Name" as the Target Key attribute.

    To set the Target Key attribute, right click on the Object and choose: "Set Target Key attribute", then select the relevant attribute in the drop down list.

     

    set target key.jpg

     

     

     

    Error in Log file:

     

    Cannot insert duplicate key row in object 'dbo.tps_user' with unique index 'index$tps_user$name'. The statement has been terminated.

     

    This means that the import is trying to create a new user that already exist in the User table.

    Cause 1: This could either happen when the Target Key Attribute hasn't been set to a unique attribute

    Cause 2: You are importing Analysts which already exist in the system as an End user.

     

     

    There are no objects in the database to import or the datasource could not be accessed. Make sure the datasource is not locked by another application or another user

     

    Please see this article: Data Import Error: "There are no objects in the database to import or the datasource could not be accessed"

     

     

    Error on screen:

     

    When clicking "Test Import Mapping" you get the following error message:

    Errors detected, please check log file to details

     

    enduser error1.jpg

    Check your log file for any further error message.

     

     

    Log file states:

     

    There was an Object Type Missmatch.  System.Analyst != System.EndUser (Rebecca)

     

    This happens when you try to import an End User which already exists in the system as an Analyst.

     

     

    Could not set Target Attribute:

    Data Import error "Could not set Target Attribute..."

     

     

     

    Further reading:

     

    Can I import Import Users and attach them to a role at the same time?

    Can I import both Users and attach them to a role automatically?

     

    Cannot mapp date columns on Data Import from Excel

    Cannot map date columns on data import from Excel

     

    Receiving error: "Failed to Save System.ApplicationSetting - DataImport:DataImportCOnfig(n) becuase Null value set for attribute Calue of class type System.ApplicationSetting. This attribute is mandatory and must contain a value:

    Receive an error when attempting to create a data import mapping

     

    Some of your values aren't being imported:

    On a data import some rows are not imported, they appear to have been ignored.