CMDB Import/Export

[CakeMonitor]

Hi all,

I'm trying to learn how to use the Import/Export module in OTRS::ITSM (v 3.1.2).

I've searched on the forums for some tips [1][2][3][4] but they all seem to say 1) install the Import/Export module, 2) read the docs, 3) Import from your CSV file.

I have the module installed and I have my CI data ready in a CSV file but I'm currently unable to find the documentation - all I've been able to locate is four paragraphs here describing what the module does but not how to actually use it, and also a schema image here. If I've missed further documentation could someone please supply a link to point me in the right direction?

Or perhaps someone could take a look over what steps I've tried and let me know what I'm doing wrong...
I've navigated to Admin -> System Administration -> Import/Export -> Add Template and then set the following options:
Step 1)

• Name: test
  Valid: valid
  Comment:

Step 2)

• Class: Hardware
  Maximum number of one element: 10
  Empty fields indicate that the current values are kept: [yes]

Step 3)

• Column Separator: Comma (,)
  Charset: Utf-8
  Include Column Headers: Yes

Step 4)

• 11 x Add Mapping Element [Number, Type, Description, Note, Model, Note, Owner, Serial Number, Note, Deployment State, Vendor]
  Ticked against Number in the Identifier column

Step 5)

• I'm unsure what to do here! So I left all the default or blank settings

Next, I clicked Finish and then Import against my new template
I pointed to my CSV file with the Choose File button and then clicked Start Import
There's a delay of a few seconds before the page refreshes then it returns me to the page listing Import/Export templates
Next when I go to CMDB -> Overview, it shows there is no info recorded ( All: 0 )

Any help would be greatly appreciated.
Thanks!


P.S. In step 4 I used 'Note' three times because my data has 'Make', 'Organisation' and 'Site Name' in these columns and Note was the closest match I could see in the OTRS options.

[CakeMonitor]

Sorry for the bump, but does anyone know of any documentation / advice on this? I'd really like to get my CI data imported before the end of today!
Many thanks,
Martin

[Wolfgangf]

please make sure one of the fields is defined as primary key
and you have to fill the DeploymentState and IncidentState fields with valid data

[CakeMonitor]

Thanks for the advice - I had no idea that DeploymentState and IncidentState were required fields! Now that I know, I've managed to get some test data imported

Is there somewhere where the CMDB and in particular the Import/Export Module is documented? I've obviously missed some knowledge that I needed and would be keen to give it a read.

Thanks again,
Martin

[Sophy978]

Hello I am facing the same issue. I am able to export and import but it doesn't update the existing data in the system. Instead if I specific the ConfigID, it seems to import the data but does not updating. If I don't put the ConfigID in, it creates another record. I tried both checking and unchecking the indentifiers. Did you have any success importing and updating existing data? How did you do it?

Thanks for any help.

[CakeMonitor]

Following the advice I eventually received on this forum I did get a few sample CI's imported but I never tried to update any existing ones.

I'm afraid to say I've given up on OTRS (and its ITSM modules); it's clearly a very powerful and feature-rich system but in several crucial places the very limited documentation lacks even the most basic of information, and when this info is a crucial necessity to configuring the system the development time simply becomes too long for ORTS to be of any use to me. It's a shame, but I've instead started trailing another product which, although not quite so fully featured, is a much better documented/supported free ITIL service desk system.

[SeKSeKU]

Hi Gentleman
May I know how we can define as Default value for this DeploymentState and IncidentState field in the CMDB?
Please help

Thanks

[SeKSeKU]

Hi Guys,
may i know how can i set the default value ub the web interface? should i use PHP code or Javascript?

[jojo]

for Import/Export you don't need to set anything in frontend

[james710]

Sorry for the bump, but does anyone know of any documentation / advice on this? I'd really like to get my CI data imported before the end of today!

Thanks for sharing this topic.

[Sayannara]

Hello

This is true that is annoying that there is no documentation.

I would suggest this:

First add manually a CI in the category that you want to import data. Then setup your template with all mapping elements, add the header to make it easier. Export data so you can get a file which has the proper format. Now try to change only one setting and import, see what happens etc...

The import fails if you try adding a row which has no value in the column which is Required => 1

Values for Deployment State" and "Incident State" have to be one of the list in General Catalog.

Think about checking "System Log".

It works well for me now but I had to spent time for it. OTRS admin is it on purpose that you don't provide documentation ?