4 Replies Latest reply on Mar 7, 2018 2:33 AM by BKallweit

    Is there a way to import a spreadsheet into the Incident Object to create tickets?

    JGotze Apprentice

      For instance. If I have a spreadsheet with all required fields for Incident ticket creation.  Each line represents a Incident. Is there a way to import that into the Incident Object and generate tickets? One per line?

        • 1. Re: Is there a way to import a spreadsheet into the Incident Object to create tickets?
          BKallweit Apprentice

          Should work like any other import. You would just create a mapping in Data Import Connections. Make sure to include all mandatory (required) fields in your spreadsheet; if your description field requires formatting, e.g. line breaks, this could be a bit tricky. 

           

          Kind of unusual approach ...

          • 2. Re: Is there a way to import a spreadsheet into the Incident Object to create tickets?
            AlasdairRobertson ITSMMVPGroup

            As BKallweit mentions, yes you can import incidents in to ISM.  Yuo should also consider the following points:

             

            • Notifications at import and creation of the incidents, the new incident notification will fire along with the assignment notifications etc.  Whilst this may be require if these are imported tickets from another system it may not be desirable so you may need to disable the business rules around these.
            • The new records will pick up new escalation/SLA timers which may not tie up to the original records if importing from a previous system.  This is especially important if you are trying to import with different created date time fields to the import date as it could lead to incidents instantly breaching
            • Do you have any custom workflows or notifications in your system as these should also be considered.
            • Mandatory fields will only be required for the Required Business Rules.  The system has been designed so that fields are not required by the database layer, tyou can import incomplete records but the business rule layer will enforce the Required Business rules.
            • Ensure any validated (drop down) fields data matches with the spreadsheet import or any rows failing will not be imported (check for spelling errors)

             

            I would suggest you test a few import records in Staging before attempting in production.

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            • 3. Re: Is there a way to import a spreadsheet into the Incident Object to create tickets?
              CDanac Apprentice

              What to do about the Unique Key when mapping?  That's what recently tripped us up trying to do this.   Tried setting it to description (resulted in Error) or mimicking the business rule that sets the IncidentNumber (resulting in 0 imports)

              • 4. Re: Is there a way to import a spreadsheet into the Incident Object to create tickets?
                BKallweit Apprentice

                This is correct; import needs to see, if the record to be imported is an update to something existing, or really something new.

                If you are importing incidents from another tool, they'll most likely have some kind of ID, like an incident number or event number. You could create another (unique) field in ISM (e.g. ForeignID) to store this information and use it as key for the import.