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 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.

The SD Number must exist or the Import causes an error.

Fields

SD Number

Required

Datatype is String.

See the Matches On 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.

Default value Pending.

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.

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 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.

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.

Impact

Datatype is String.

Default value: Off

Valid values are blank (Off), Low, Medium, and High.

Note: You cannot provide the value 'Off'. You have to provide a blank, and it is displayed as 'Off'.

Any other values will cause an error.

Urgency

Datatype is String.

Default value: Off

Valid values are blank (Off), Low, Medium, and High.

Note: You cannot provide the value 'Off'. You have to provide a blank, and it is displayed as 'Off'.

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.

Associated Project

Datatype is String.

Default value: blank

If this is provided, it must be an existing Project or Problem Service Desk Number.

Child Records

Work Order

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.

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 Work Order Location lookup if provided.

SLA

Datatype is Hierarchical String.

SDC

Datatype is String.

Details

Datatype is String.

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.

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

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
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 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 (2022.1) User Defined Fields section of the Imports main page.

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