How to import assets

For entities migrating from alternate help desk platforms, the transition may involve the migration of extant tickets, user profiles, and assets.

The recommended sequence for the importation of data is detailed hereunder. Please consult the provided links for comprehensive instructions on each process.

  1. Users
  2. Assets (below)
  3. Tickets
  4. Knowledge Base Articles

Asset Importation Protocols

For scenarios involving the management of extensive asset inventories, the asset import function presents a substantial efficiency gain. The following considerations are pertinent when utilizing this feature:

  1. The current CSV import functionality processes the initial data row. Files with header rows should have these removed prior to importation into the system.
  2. The CSV import requires an exact match in both the number and sequence of data fields as delineated: asset tag, serial number, legacy reference number, asset name, description, asset type, location, department, manager's email address, user's email address, notes, purchased date, cost, purchase order number, vendor, replaced date, warranty information, end of contract date, contract notes, status.
  3. While the import feature is capable of generating asset types, locations, and departments, it currently only supports the importation of a single hierarchical level for locations and departments. Subsequent hierarchical organization may be achieved through manual reconfiguration.
  4. For assets associated with pre-existing tickets, the asset records must be imported prior to the ticket records.

Linking Imported Tickets and Assets

The linkage between assets and tickets can be preserved during the import process. This necessitates an initial importation of assets, followed by the importation of tickets.

During ticket importation, it is necessary to map the columns of the CSV file to the corresponding ticket fields. The asset field must be appropriately mapped. The system will then attempt to match the asset based on the following fields, in the specified order. If a field is null, the system will proceed to the subsequent field:

  1. Legacy Reference Number (asset)
  2. Asset Name
  3. Asset Tag

Upon identification of a matching asset, the asset will be associated with the imported ticket