Capability

This Import allows the User to INSERT or UPDATE existing Service Desk items (such as Orders or Requests) or INSERT new Service Desk Actions.

Matches On

The Service Desk Import attempts to match based on the SD Number. There are several valid values for SD 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 Order with a new Child Action.

PREVIOUS_ACTION

The Keyword PREVIOUS_ACTION assigns the line of the Import record to UPDATE the last successfully saved Action with new Child data such as the GLA.

SD Number

Passing in a valid SD Number like 'SO201700001' prompts the Service Desk 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.

Type

Required

Datatype is String.

Currently Service Order is the only valid type for Imports, but more may be added in a future version.

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.

Child Records

Actions

Service Order Action fields. These fields can be Required, Optional, or Not Allowed. This can depend on the Action Type. It is assumed all of these are optional unless specified differently.

Action

Required

Datatype is String.

Valid Actions are Add, Remove, Move, Upgrade/Downgrade, and Task.

Action Service ID

Conditionally Required

Datatype is String.

Not required on Add Actions.

If the Action is Add, the Service ID in the Import File MUST be set to the Available status.

If the Service ID is Available when the Import runs, the Status changes to Pending Order.

If the existing Service Catalog for the Service ID is not Assignable, an error generates.

NOT allowed for use on Task Actions.

Action Serv Catalog

Datatype is String.

Conditionally Required

Required on Add, Upgrade/Downgrade and Task Actions.

Ignored for any other Actions.

Only Service IDs with a Service Catalog that has the Assignable flag set to True are allowed.

If the Action is set to Task, the Service Catalog MUST also be of type Task.

Action Location

Conditionally Required for Add Location Actions.

Conditionally Required for Add Actions if the Service Catalog's Location Required flag is set to True.

Datatype is String.

NOT allowed for use on Task Actions.

Optional for all other Change Actions.

Action Due Date

Datatype is String.

Set Date Format in the Column Mapping Format Mask field.

If not provided, this is calculated based on SLA.

Follows the typical rules for Due Date on Actions.

Action New Service ID

Datatype is String.

This is only used for Service ID Actions and are ignored for all other Action Types.

Action Swap Service ID

Datatype is String.

This is only used for Swap Actions and is ignored for all other Action Types.

Action Reference

Datatype is String.

Owner field

Only one Owner should be provided, either the Contact or Department Hierarchy.

If they are both provided, it causes an error.

If the Owner of an individual Action is not provided, the Owner from the Order applies to the Action.

An Owner is required for Add Actions

Action Owner Contact

Datatype is String.

Takes precedence on the Action if an Owner is specified on the Order.

This is specified by Customer Number not first name or last name.

All Contact Owners must be Customer Type Contacts.

Action Owner Department Hierarchy

Datatype is String.

Takes precedence on the Action if an Owner is specified on the Order.

Action SLA Catalog

Datatype is String.

Must match the SLA Description field of an existing SLA Catalog.

The Import does NOT create this record.

Action Service Host

Datatype is String.

This field is optional for all Action types.

Is ignored for Remove Actions.

Use of Service Host on a Task Action is NOT allowed.

Action Urgency

Datatype is String.

Permitted values are Null, Low, Medium, and High.

Any other values are converted to Null.

Follows the typical rules for Urgency on Actions.

Action SDC

Datatype is String.

Action 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.