Capability

The Service Import allows the User to INSERT and UPDATE Service Records. Each Service import type should only be used to add or update Services of that type. For example, the Auth Code Service import should only process Auth Code services. This accommodates the service-specific fields used by different Service types. For example, Phone Service uses Service Host as a field choice that is not available for other Service types.

Recently added, there is also a general "Service" import that can be used to process Services of any type. If you are creating a new Service import, you should use the general Service import type. It will support all of the special fields for all of the different Service types.

When updating the Catalog, the process will maintain the Service Type and the Service ID Format.
The Catalog may only be updated for a Service if it's status is Available.

Matches On

If a Service RECID is provided, the Import only attempts to find that RECID for the update, and errors if not found. If the Service Recid is not provided, the Service ID is used. If there is no match, the record from the Import will INSERT. If there is a match, the remaining fields can UPDATE. A Service ID can exist in the Database multiple times, with and without different formats. For example, "6165551234" and "616-555-1234" and "(616) 555-1234" can be three different Service records. The Service Catalog can be used to force Service IDs into certain formats.

If you provide an unformatted Service ID to the Service import, it will try to find a matching unformatted Service ID first. If one is not found, it will try to find a similar formatted Service ID. If multiple different formatted records are found, it will cause an error. If exactly one match is found, it will do an update. If none are found, it will do an Add. If you provide a formatted Service ID, it will only try to find that exact formatted Service ID. If it is found, it will do an update. If it is not are found, it will do an Add.

Fields

Service ID

Required, see text.

Datatype is String.

Service ID will only INSERT if there is not a match in the Import File with an existing Service record based on the Service ID.

Since the Import matches on the Service ID, this field CANNOT UPDATE.

If the Service ID field is blank (and no Service RECID is provided), then it is assumed you are trying to add a new Service that has a blank Service ID. This is only allowed for Service Catalog types "Other", and non-Phone Custom types.

Service RECID

Datatype is Number.

Default is blank.

This is used to specify the Service Record for Services that have a blank Service ID.

If this is provided, the provided value must be a valid existing service RECID.

If it is not, it will cause an error.

The only Service Types permitted to have blank Service IDs are Other Services and non-Phone Custom Services.

Service Catalog

Conditionally Required IF the Import is trying to INSERT a new record.

Datatype is Hierarchical String.

NOT Required if the Import File is trying to UPDATE an existing record.

Service Catalog can be provided for the whole Import from the Import Record Format definition.

Service Status

Datatype is String.

Conditionally Required IF the Import is trying to INSERT a new record.

NOT Required if the Import File is trying to UPDATE an existing record.

Permitted Values must be one of List Values of type SERVICE_STATUS: Available, Inactive, Active, Reserved, Order Pending, Suspend, or Retired.

Any values added by a User to the SERVICE_STATUS list can also be used.

Service Host

Datatype is String.

Conditionally Required IF all of the following are true.

The Import is trying to INSERT the record and,

The Status is Active and,

The Service Catalog is of the Phone type.

Service Host is NOT Required if the Import is trying to UPDATE.

The provided Service Host must be allowed based on the Service Host Permissions on the Service Catalog or the Service Host will not INSERT or UPDATE.

Owner

At least one Owner (either Contact or Dept. Hierarchy) may be conditionally Required IF the following conditions are met:

The Import is attempting to INSERT the Service Record and,

The Service Status is Active.

Otherwise, the Owner field is NOT required.

Contact Owner

Datatype is String.

Import matches on the Customer Number field only.

If the existing Contact is not a Customer type Contact, the record fails to Import.

Dept. Hierarchy Owner

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.

Location

Datatype is Hierarchical String.

Conditionally Required if Status is Active AND if the Service Catalog flag Location Required is set.

The full Location Path is expected.

Location Type

Datatype is String.

Conditionally Required if the provided Location Name exists with multiple Types.

Permitted values are from the LOCATION_TYPE List Values.

This field is used for the Location lookup if provided.

Location 911

Datatype is Boolean.

Defaults to False

This is only used if the Service has the Multi-Location flag set. This determines which Location will be reported for the 911 Report.

Location Status

Datatype is Boolean.

Defaults to Active

This is only used if the Service has the Multi-Location flag set. This determines if an individual Service Location is Active.

Note: If you need to specify Multiple Locations for a Service, you will need to use Conditional Logic to set up an array of values. See the Notes section at the bottom of this page.

Rating Group

Datatype is String.

Conditionally Required if the following two conditions are met:

If the Service is Active AND,

The USE_RATING_GROUP Configuration flag is set to True.

SLA Catalog

Datatype is Hierarchical String.

Reference

Datatype is String.

Billing Group Override

Datatype is String.

This is an override of the Owner Billing Group.

Multiple Locations

Datatype is Boolean.

Defaults to False [0].

Essential

Datatype is Boolean.

Defaults to False [0].

Billable

Datatype is Boolean.

Defaults to False [0].

Directory

Datatype is Boolean.

Defaults to True [1].

Report 911

Datatype is Boolean.

Defaults to False [0].

Company ID

Datatype is String.

Auth Code Type

Datatype is List.

Default is blank.

Permitted values are from the customer-defined AUTH_CODE_TYPE List Values.

Note: This is only available for Auth Code Service Import.

Class of Service

Datatype is String.

Default is blank.

Permitted values must be existing Class of Service Codes from Admin > System Tables > Class of Service.

Note: This is only available for Auth Code Service Import.

Child Records

Charges Tab

Charges are handled with a separate Import file. See the Service Charges Import for details.

Contacts Tab

Contact First Name

Datatype is String

Default is blank

Contact Last Name

Datatype is String

Default is blank

Contact Customer Number

Datatype is String

Default is blank

GLA Tab

GLAs added to a Service with the Service Import ONLY adds an association between the existing GLAs and the selected Service in the Import File. The Service Import cannot INSERT or UPDATE GLA records.

GLA

Datatype is Hierarchical String.

GLA Expense Type

Conditionally Required if GLA is provided.

Datatype is String.

Must be one of the following: Default, Usage, Equipment, or Labor.

GLA Split Percent

Conditionally Required if a GLA is provided If a split GLA is desired, the Import File must have one line for each different GLA and its relevant split percentage.

Percentages must be whole integers.

If the percents do not add up to 100%, the Service will still INSERT or UPDATE, but the GLA causes an error and no GLA values change.

If the GLA values do add up to 100%, the GLA for that given GLA Expense Type are replaced with the new values.

Pool Tab

Pool Name

Datatype is String.

Remarks Tab

This adds a Remark through the Import into the Service.

Remarks

Datatype is String.

Equipment Tab

Equipment added to a Service with the Service Import ONLY adds an association between the existing Equipment and the selected Service in the Import File. The Service Import cannot INSERT or UPDATE Equipment records.

This includes the changing of the Equipment Status from Unassigned to Assigned. So if you want the Equipment Status to change, you will need to also run an Equipment import.

The Equipment fields try to identify an existing Equipment record to add to the Equipment tab of the Service. They are checked in the order of the list below. If a value is blank, it is ignored by the Import process. If the value is filled in, the Import attempts to do the lookup.

An Equipment can only be associated if the Service Status is 'Active' or 'Suspend'. And the existing Equipment Status must be 'Assigned'.

If the Service Location and Equipment Location are different, it will cause an import Warning, but the association will still get created.

By default, Equipment will get appended to any existing Equipment already on the Service. See the Flags below to change this behavior.

Equipment Asset

Datatype is String.

Equipment ID

Datatype is String.

Equipment Location

Datatype is Hierarchical String.

The Equipment Location value is used only with a non-blank Equipment ID. If a non-blank Equipment ID is not provided, then the Location value is ignored. You cannot lookup an Equipment with just a Location.

Equipment Serial Number

Datatype is String.

Equipment Mac Address

Datatype is String.

Equipment Recid

Datatype is Number.

This is the RECID field from the Equipment record. This is usually not visible, but it can be obtained from an export. This method will always provide a unique number. It is useful for Equipment with blank values for all of the other key fields.

If the lookup fails, that import line will output an error message. This error does not affect the Service INSERT or UPDATE, only the Equipment tab association.

Flags / Conditional Logic

CLEAR_CONTACTS:

Datatype is String
Default: Flag is unset.

By default, the first time a Service ID is encountered in an Import file and a Contact is provided, the Contact list is cleared. Then, the provided value is added. After the first occurrence, the values are appended.

True: If true, the Contact list will be cleared with or without providing a new value.
False: If false, you will append without clearing the list

REPLACE_EQUIPMENT:

Default Value is False

True: When the flag is True, all of the Equipment is removed and the Import appends the Import Record item.
False: The default behavior is to simply append Equipment associations.

CLEAR_EQUIPMENT:

Default Value is False.

True: If this is set, the Equipment list gets cleared even if no new Equipment is provided.
False: Equipment is not to be cleared.

APPEND_POOLS:

Default Value is False.

True: Setting the flag to True appends Pools to matching Service ID Pools and does not clear any existing Pools.
False: Setting the flag to False clears existing Pools on matching Service IDs and updates the Pool on the first instance of that Service. Any additional Service ID Pools are appended after the first instance.

Errors

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 or multiple matches found within the Database
The value provided from another table is Inactive
A blank value was provided, for a field with a required value
The value provided is not acceptable for the record type being created
The System was unable to save the record

Notes

The ability to append Pools to a Service was added. The default behavior for adding Pools is to clear the Pool list for the first instance of a Service ID in the import file. Then, append to the Pool list for every instance of the Service ID after the first. This can be changed with the APPEND_POOLS flag as described in the Flags section.

If a Remarks value is provided, that value is appended as a new record in the Remarks tab of the Service. This happens even if an identical Remark already exists. Care must be taken to avoid unintentional duplicate Remarks if the same file is Imported multiple times.

If you need to specify Multiple Locations for a Service, you will need to use Conditional Logic to set up an array of values. Here is how that is done:

// This is the mappings for the first location, using input fields 5 through 8:
[SERVICES.LOCATION][] = [5];
[SERVICES.LOCATION_TYPE][] = [6];
[SERVICES.LOCATION_911][] = [7];
[SERVICES.LOCATION_STATUS][] = [8];

// This is the mappings for the second location, using input fields 9 through 12:
[SERVICES.LOCATION][] = [9];
[SERVICES.LOCATION_TYPE][] = [10];
[SERVICES.LOCATION_911][] = [11];
[SERVICES.LOCATION_STATUS][] = [12];

Note the extra brackets before the equals sign. That is what is turning these into array references.

Using this method, you can add any number of Locations.

Providing the Type, 911 flag, and Status are optional. But if you provide one of these values for one location, you need to provide the value for all the locations.

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.

.Services Imports v2018.1

.Services Imports v2019.1

.Services Imports v2019.2

.Services Imports v2019.3

.Services Imports v2019.4

.Services Imports v2019.7

.Services Imports v2020.3

.Services Imports v2020.4

.Services Imports v2022.1

.Services Imports v2023.1

.Services Imports v2.1.4.7

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