Capability
This Import allows the User to INSERT or UPDATE existing Work Orders.
Matches On
The Work Order Import attempts to match based on the Work Order Number. There are several valid values for Work Order Number and behaviors associated with each.
Blank value - (Null)
Passing in a blank value or Null causes the Import to create a new Order record.
PREVIOUS
The Keyword PREVIOUS assigns the current line of the Import File record to UPDATE the last successfully saved Work Order with a new GLA child 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.
The SD Number must exist or the Import causes an error.
Fields
SD Number
Required
Datatype is String.
See the 25233604 section for information about allowable values.
Service Rep
Required
Datatype is String.
Can be specified by Customer Number or both the First Name and Last Name.
The Service Rep MUST be an existing Contact with a Type of Service Rep.
Service Rep Customer Number
Datatype is String.
Service Rep First Name
Datatype is String.
MUST be used with Service Rep Last Name.
Service Rep Last Name
Datatype is String.
MUST be used with Service Rep First Name.
Due Date
Datatype is String.
Set Date Format in the Column Mapping Format Mask field.
Description
Datatype is String.
Status
Datatype is String.
If the Import is attempting an INSERT, the only valid value is Pending
If the Import is attempting an UPDATE, either Pending or Hold can be used.
ALL other values are ignored.
Owner
Either an Owner Contact or Owner Department Hierarchy should be provided.
If they are both provided, an error is generated.
The Owner set on the Order applies to all child Actions unless an Action has an Owner otherwise specified.
Owner Contact
Datatype is String.
This is specified by Customer Number only NOT First Name or Last Name.
All Owners Contact must be Customer Type Contacts.
Owner Department Hierarchy
Datatype is String.
The full Department Hierarchy Path and Code value should be provided.
The Import does not accept the Department Hierarchy Name.
Requestor
This enters a Requestor into the Service Desk item.
This can be specified by Customer Number or both the First Name and Last Name.
Requestor Customer Number
Datatype is String.
Requestor First Name
Datatype is String.
MUST be used with Requestor Last Name.
Requestor Last Name
Datatype is String.
MUST be used with Requestor First Name.
Urgency
Datatype is String.
Valid values are Null, Low, Medium, and High.
Any other values are converted to Null.
Default GLA
Datatype is String.
This sets the Action Default GLA in the Order's GLA tab.
Note this is ignored if the SDA_ALLOW_MULTIPLE_DEFAULT_GLAS Configuration Option is set to True.
Associated Project
Datatype is String.
If this is provided, it must be an existing Project or Problem Service Desk Number.
Child Records
Work Order
Service Catalog
Datatype is String.
For Work Orders, the Service Catalog must be a 'Task' type.
Location
Datatype is String.
Location Type
Datatype is String.
Conditionally Required if the provided Action Location Name exists with multiple Types.
Permitted values are from the LOCATION_TYPE List Values.
This field is used for the Action Location lookup if provided.
SLA
Datatype is String.
SDC
Datatype is String.
Details
Datatype is String.
The details field can contain multiple lines of string data, separated by newline characters.
GLAs
If the GLA is provided, it can apply to a Service Desk record or to an Action.
GLA
Datatype is String.
This is a full sequence of GLA Components separated by the GLA_CONCATENATOR.
Multiple levels of a hierarchy "path" (like Locations, GLAs, and Catalogs) are connected by the HIERARCHYPATH_SEPARATOR string.
The default value for this string is right angle-brace (>) with a space on either side: " > ".
When importing nested Locations, the separator you use for each level of the hierarchy must match the concatenator string.
For example, Site A > Building B > Room C.
Can be provided as an array to allow multiple GLAs.
If the GLA is blank, the GLA Expense Type, GLA Percent, and Default GLA Flag are all ignored.
GLA Expense Type
Datatype is String.
The Default Value is Default.
Permitted values are from EXPENSE_TYPE List Values: Default, Usage, Equipment, and Labor.
Values added to EXPENSE_TYPE List Values can also be used.
If a value provided by the Import File does NOT match an existing value, a warning is generated and the value does not INSERT for the EXPENSE_TYPE.
GLA Percent
Datatype is String.
Default Value is 100.
Permitted values are whole integers between 1-100.
Can be provided as an array to allow multiple GLAs.
Provided values MUST add up to 100.
If multiple GLAs are provided with no percent values, the percents are divided between the provided GLAs as evenly as possible.
Default GLA Flag
Datatype is String.
Default value is False.
This is only used if the SDA_ALLOW_MULTIPLE_DEFAULT_GLAS Configuration Option is set to True.
Errors
The following errors display if the Work Order Import fails:
- Error : Invalid Service Desk Number '<SD_ NUMBER>'
- Error : SD Number PREVIOUS specified but no previous successful save
- 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 : Default GLA '<GLA>' is Inactive
- Error : Invalid Default GLA '<GLA>'
- Error : Different count of GLAs and GLA percents
- Error : Some GLA Percents are blank
- 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 : Blank GLA
- Error : Default GLA <GLA> is Inactive
- Error : Invalid GLA '<GLA>'
- Error : Failed to save Service Desk Assoc record; <ERROR_MESSAGE>
- Error : Service Rep is blank for new Service Desk record
- 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 : Failed to save Service Desk record; <ERROR_MESSAGE>
- Error : Service Catalog '<SERVICE_CATALOG>' is a Category
- Error : Inactive Service Catalog '<SERVICE_CATALOG>'
- Error : Invalid Service Catalog '<SERVICE_CATALOG>'
Notes
The Work Order Source field CANNOT be set in Import. It is automatically set to Import on INSERT and unchanged for UPDATE.
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 User Defined Fields section of the Imports main page.