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Capability
This Import allows the User to INSERT or UPDATE existing Work Orders.
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The Work Order Import attempts to match based on the Work Order Number. There are several valid values for Work Order Number and associated behaviors.
PREVIOUS
The Keyword PREVIOUS assigns the current line of the Import File record to UPDATE the last successfully saved Work Order record. This is most often used when appending an additional GLA child record.
CREATE
The Keyword CREATE assigns the current line of the Import File record to INSERT a new Work Order record.
SD Number
Passing in a valid Work Order Number like 'WO201700001' prompts the Work Order Import to match on that number for an UPDATE.
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Owner Department Hierarchy
Datatype is Hierarchical String or String.
The value for this field can be the full Hierarachial Path, or it can be just the last part of the Path. If you provide only the last part, then there is a chance that there could be duplicate values in the database. If duplicate values are found, then you will get an error.
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Any other values will cause an error.
Default GLA
Datatype is Hierarchical String.
This sets the Default Expense GLA in the Order's GLA tab.
Note this is ignored if the SDA_ALLOW_MULTIPLE_DEFAULT_GLAS Configuration Option is set to True.
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Service Catalog
Datatype is Hierarchical String.
For Work Orders, the Service Catalog must be a 'Task' type.
Location
Datatype is Hierarchical String.
Location Type
Datatype is String.
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This field is used for the Work Order Location lookup if provided.
SLA
Datatype is Hierarchical String.
SDC
Datatype is String.
Details
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The details field can contain multiple lines of string data, separated by newline characters.
GLAs
GLA
Datatype is Hierarchical String.
If the GLA is blank, the GLA Expense Type, GLA Percent, and Default GLA Flag are all ignored.
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When an Import Line fails, it is usually because the Line falls into one of the following categories:
The value provided from another table was not found within the Database
Toggle cloak Cloak - Error : SD Number PREVIOUS specified but no previous successful save
The value provided from another table is Inactive
Toggle cloak Cloak - Error : Default GLA '<GLA>' is Inactive
- Error : Inactive Service Catalog '<SERVICE_CATALOG>'
A blank value was provided, for a field with a required value
Toggle cloak Cloak - Error : Some GLA Percents are blank
- Error : Blank GLA
- Error : Service Rep is blank for new Service Desk record
The value provided is not acceptable for the record type being created
Toggle cloak Cloak - Error : Invalid Service Desk Number '<SD_ NUMBER>'
- Error : Invalid Service Desk Status. Only Pending is allowed for new Service Desk records.
- Error : Invalid Service Desk Status. Only Pending or Hold is allowed for Service Desk updates.
- Error : Provided CSR is not a Service Rep Contact Type
- Error : Invalid Default GLA '<GLA>'
- Error : Different count of GLAs and GLA percents
- Error : Some GLA Percents are out of range (1 to 100)
- Error : Some GLA Percents are not whole numbers
- Error : GLA Percents do not add up to 100
- Error : Default Owner Contact and Dept Hierarchy were both specified. Only one is allowed.
- Error : Not allowed to update SDC on existing Work Order
- Error : Not allowed to update Service Catalog on existing Work Order
- Error : SDC '<SDC>' is not valid for this Action
- Error : Provided Catalog type is not Task
- Error : Provided Location not permitted for this Service Catalog
- Error : Service Catalog '<SERVICE_CATALOG>' is a Category
- Error : Invalid Service Catalog '<SERVICE_CATALOG>'
The System was unable to save the record
Toggle cloak Cloak - Error : Failed to save Service Desk Assoc record; <ERROR_MESSAGE>
- Error : Failed to save Service Desk record; <ERROR_MESSAGE>
If you experience any of these Errors, without another accompanying Message about what might have caused the Save Failure, please submit a Ticket to PCR.
Notes
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The Work Order Source field CANNOT be set in Import. It is automatically set to Import on INSERT and unchanged for UPDATE.
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User Defined Fields on any given Import are all handled the same way with Conditional Logic. For more information about adding a UDF to the Import see, the User Defined Fields section of the Imports main page.
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