Ticket/Action Import - CSV/XLS/Spreadsheet Method

In this guide we will cover:

How to Import Tickets using CSV/XLS/Spreadsheet Method
How to Import Actions using CSV/XLS/Spreadsheet Method
Finding additional fields to Import

Configuration Settings Guides:

Tickets General Settings

How to Import Tickets using CSV/XLS/Spreadsheet Method

This guide covers how to import Tickets using an XLS Template. This spreadsheet is used for creating new Tickets.

Navigate to Configuration > Tickets > General Setting. Head to the Imports section and click the "Import Tickets" button.

Fig 1. Import Tickets button

Next you will need to configure your XLS file ready to be imported. If open, close the File Explorer, and click "Download Samples" to download the XLS templates.

Fig 2. Download Samples option

This will download a folder called "importspreadsheetsweb".

Opening this folder will show the sub-folder "ExampleSpreadsheets" which when opened will show all available XLS templates.

Within this folder locate and open the XLS file titled "Tickets".

Fig 3. Tickets XLS template

Click into the "IMPORT DATA" sheet and, without changing the blue column headings, remove the example data.

Fig 4. Import Data sheet

You can now enter your Ticket data in the relevant column.

Once you have entered all the Ticket data, save your spreadsheet with an identifiable name.

In Halo, return to Configuration > Tickets > General Settings, and click "Import Tickets".

Fig 5. Import Tickets button

If your File Explorer does not open automatically, click "Choose File".

Fig 6. Choosing a file

Once you select your file, the data will show on the import screen. Check you are happy with the data, then select the rows you would like to import using the checkboxes, or select them all using the checkbox on the top left. Then click "Start" to run the import.

Fig 7. Importing values

Your new Tickets will show in the relevant Tickets Area.

Fig 8. Imported Ticket

How to Import Actions using CSV/XLS/Spreadsheet Method

This guide covers how to import Actions using an XLS Template. This spreadsheet is used for importing new Actions as "Imported Notes".

Navigate to Configuration > Tickets > General Setting. Head to the Imports section and click the "Import Actions" button.

Fig 9. Import Actions button

Next you will need to configure your XLS file ready to be imported. If open, close the File Exlplorer, and click "Download Samples" to download the XLS templates.

Fig 10. Download Samples option

This will download a folder called "importspreadsheetsweb".

Opening this folder will show the sub-folder "ExampleSpreasheets" which when opened will show all available XLS templates.

Within this folder locate and open the XLS file titled " Actions".

Fig 11. Actions XLS template

Click into the "IMPORT DATA" sheet and, without changing the blue column headings, remove the example data.

Fig 12. Import Data sheet

You can now enter your Action data in the relevant column.

Note: The Ticket must exist prior to running the import for the Actions to show.

Once you have entered all the Action data, save your spreadsheet with an identifiable name.

In Halo, return to Configuration > Tickets > General Settings, and click "Import Actions".

Fig 13. Import Actions button

If your File Explorer does not open automatically, click "Choose File".

Fig 14. Choosing a file

Fig 15. Importing values

Your Actions will now show as imported notes against the specified Ticket.

Fig 16. Imported Actions

Finding additional fields to Import

Custom Fields

Custom Fields can be imported via the Spreadsheet. To do this add the Custom Field name to import, prefixed with "CF" as the Column Header. For example, "CFdesktoptype" (As custom fields do not contain spaces).

Fig 17. Importing Custom Fields

System Fields

If there is a particular field you would like to populate upon import you can add this to the spreadsheet. To find the correct header name for this field you will need the JSON name of the field. To find this, simply append "&showfieldnames=true" on your URL. This will display your instance with the JSON field names in braces (curly brackets) above the field.

Note: This method may not work for all fields. If you are unable to import to a certain field in Halo please contact Support for assistance.

In the below example I am looking to set the "Purchase Order Number" for my Ticket.

Fig 18. JSON field name

Copy the value between the brackets and paste this as a column header.

Fig 19. Adding the Purchase Order Number field to the import spreadsheet

Run the import as normal, and the field will update to the specified value.

Fig 20. Imported Purchase Order Number field

Alternative method for finding System Fields and Field Values

If using the JSON name does not successfully import the values to the field, or if you need to know the format for the value you are importing into a field, you can use the Developer Console to find the correct header name. First locate the field in Halo, before editing the field you will need to open the Developer Console which can be accessed by clicking function (fn) and f12. Now edit the field, setting the value to the value you would like to import, and view the changes in the Network tab of the Developer Console.

In the below example I am looking to set the "Impact" field on my Ticket.

Fig 21. Network tab

Once I have edited the field to my desired value and clicked out of the field, additional entries will show. Select the entry with the entity name, in this case "Ticket", as this is the entity being updated. Click the "Payload" tab and expand the section.