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Table of Contents
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Capability

The Contact Import allows Users to Import records into the Workers / Contacts Grid. When an existing Contact record is included in the Import File, and no changes are present, that line of the file will be skipped.

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The Import process can be optionally set with Conditional Logic to match on the First Name and Last Name fields with the flag CONTACTS_CHECK_NAMES. See the Conditional Logic section for more information. First Name and Last Names, ONLY IF FLAGS.CONTACTS_CHECK_NAMES is True. If a match is found, that Contact can UPDATE.

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If a match is found, it is possible to update the fields that were not used for the match. For example, if the Contact record was found using the Customer Number, then a new Email Address will be appended, and First and Last Names can be updated. If the Email Address was used for the match, then the Customer Number and Names can be updated.

Fields

First Name

Required

Datatype is String.

Last Name

Required

Datatype is String.

Directory

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These values can be hardcoded into the Conditional Logic, or they can come from multiple fields in the input file.

See the Contact Type Notes section below for some examples.

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Customer Number

Conditionally Required

Datatype is String.

Billing Group

ConditionallyRequired, when Customer Contact Type and it is a New Contact Add

Datatype is String.

Title

Datatype is String.

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Dept. Hierarchy

Datatype is Hierarchical String or String.

This Import expects the Department Hierarchy code, not the Name.

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.

Default GLA

Datatype is Hierarchical String.

Default SLA

Datatype is Hierarchical String.

Default Incident SLA

Datatype is Hierarchical String.

Minimum Amount

Datatype is String.

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If any Address field holds a value, all except for the Address2 field becomes Required.

Address2

Datatype is String.

Country

Default value: "United States"

Datatype is String.

City

Datatype is String.

State

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Default value is Active unless the CONTACTS_INSERT_INACTIVE flag is set to True.

Permitted values are Active and Inactive.

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This flag controls how GLAs are added to the GLA Permissions tab.

  • If you set APPEND, the import will append values.

  • If you set CLEAR, the import will clear all existing values before adding any. You can send the CLEAR value to just clear the list without providing a new value.

  • If you don't provide this flag, then the default behavior is to clear the list before adding the first value in the input file, then append any additional values that are in the same input file.

UPDATE_CONTACT_EMAIL:

Default Value is True.

  • True: If True and the provided email address is not associated with the Contact, the Import adds the provided Email Address to the Contact and makes it the Primary Email Address. Any previous Email Address values are left in the list. This Import never updates or removes existing Email Addresses.

  • False: If this flag is False, the email field is not saved.

UPDATE_CONTACT_PHONE:

Default Value is True.

  • True: If the provided phone is not in the Contact, the Import appends the provided Phone to the Contact and makes it the Primary Phone. If the Phone Number is already on the Contact, the Primary flag does not change. Any previous Phone values are left on the list. This Import never updates or removes existing phone numbers.

  • False: The Phone field is not saved.

UPDATE_CONTACT_ADDRESS:

Default Value is True.

  • True: The Import will UPDATE the existing Contact Address.

  • False: The Import does not save the Contact Address.

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contactsFlag
contactsFlag
CONTACTS_CHECK_NAMES:

Default Value is False.

  • True: The First Name and Last Name are used to see if the Contact already exists. If BOTH First Name and Last Name match, the Contact is considered matched, and the Import attempts to UPDATE the existing record with the data from the Import File. Otherwise, the Import attempts to INSERT the Import Record.

  • False: This check is not performed.

NEW_CONTACT_DEFAULT_BILLING_GROUP:

Default Value is Blank.

  • This sets the Billing Group value for new Customer Contacts.

NEW_CONTACT_DEFAULT_CONTACT_TYPE:

Default Value is Blank.

  • This sets the Contact Type value for new Customer Contacts.

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contactsInactive
contactsInactive
CONTACTS_INSERT_INACTIVE:

Default Value = False

  • True: If set to True, new Contacts attempts to INSERT with an Inactive Status.

  • False: If set to False, the new Contact attempts to INSERT with an Active Status.

Errors

When an Import Line fails, it is usually because the Line falls into one of the following categories:

  1. The value provided from another table was not found within the Database

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    • Warning : Could not find the Permission GLA for <GLA>
    • Warning : Could not find the Dept Hierarchy '<Dept Hierarchy>' for Contact '<contactId>'
    • Warning : Could not find Default SLA '<Default SLA Catalog>' for Contact '<contactId>'
    • Warning : Could not find Default Incident SLA '<Default Incident SLA Catalog>' for Contact '<contactId>'
    • Warning : Could not find Default GLA '<Default GLA>' for Contact '<contactId>'
    • Warning : Could not find Billing Group '<Billing Group>' for Contact '<contactId>'
    • Warning : Could not find Approval GLA '<Approval GLA>' for Contact '<contactId>'

  2. The value provided from another table has multiple possible values
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    • Error : Found multiple duplicate customer numbers and emails in existing records for Customer Number <customerNumber>
    • Error : Found multiple duplicate names in existing records for Name <firstName> <lastName>

  3. A blank value was provided, for a field with a required value
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    • Error : Billing group is required for new Customer contacts for Contact '<contactId>'
    • Error : No Contact Number or Name or Email specified

  4. The value provided is not acceptable for the record type being created
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    • Warning : Minimum Amount is greater than Maximum Amount for Approval GLA '<Approval GLA>' for Contact '<contactId>'
    • Warning : Contact '<contactId>' is not type User, so cannot have Approval GLAs"; "Error adding email, email belongs to someone else
    • Error : FLAGS.NEW_CONTACT_DEFAULT_CONTACT_TYPE value '<defaultContactType>' is invalid

  5. The System was unable to save the record
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    • Error adding email
    • Error adding phone number
    • Error : Failed to save Address record <database error Message>
    • Error : Failed to Add Contact Address record; <database error Message>
    • Error : Failed to Save null GLARestrict record; <database error Message>
    • Error : Failed to Save GLA Restrict record; <database error Message>
    • Error : Failed to Save GLA Approval record; <database error Message>
    • Error : Failed to Save Contact Type record; <database error Message>
    • Error : Failed to save Contact record <database 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.

Contact Type Notes
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ContactTypeNotes
ContactTypeNotes
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To specify multiple Contact Types, you must use Conditional Logic to set the Contact Type to an array of values.
Example 1: You can hard code multiple values. These will apply to every Contact in the input file.
[CONTACTS_TYPES.CONTACT_TYPE] = array('Customer', 'Coordinator');
Example 2: Contact type(s) are in columns 5, 6, 7, and 8 of the input file, one value per column. This method limits the number of Contact Types per Contact by the number of columns you want to use in the file layout. The import will ignore any blank values that get put into the array.
[CONTACTS_TYPES.CONTACT_TYPE] = array([5], [6], [7], [8]);
Example 3: Contact type(s) are all in column 5, with commas separating the values. We can use the PHP explode function to convert the comma-separated list into an array. The function will also work correctly if only one value is specified. If the separator is something else, just change it in the first argument of the explode function.
[CONTACTS_TYPES.CONTACT_TYPE] = explode(",", [5]);
UDF Associations
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 (2024.1) User Defined Fields section of the Imports main page.
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