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Import Multiple Incidents

Learn how to import multiple incidents at once using a CSV file. This is also useful for importing historical incident data from a former data-management system. An incident is a single event, disturbance or query that affects the quality of a service to a customer. When a customer is affected by an incident which is then resolved, the service for that customer is restored to normal levels. Incidents can be logged by technicians, and administrators can allow customers to submit incidents as well using the Customer Portal. Because incident management focuses on getting the customer back on track as quickly as possible, fixes for incidents are often "band-aid" fixes and do not always allow the underlying root cause to be further explored and resolved.

Note: Incidents and their associated data are automatically archived 2 years from the date they were last updated (e.g., reopened, comment added, etc.), then removed from our system 1 year from the date they were archived. For more information, please see Incident Data Archival and Removal.

Topics in this article:

Import multiple incidents

Create a compatible CSV file

Import multiple incidents

1. Create a CSV file (adhering to the CSV file upload requirements) that lists the incidents to be imported, or use this sample CSV file.

2. Log in at https://desk.gotoassist.com/admin/incidents/upload

3. Click Browse to find the .CSV file, then click Upload.

Create a compatible CSV file

1. On the first row of your spreadsheet (the header), fill in the name of each attribute according to the possible fields for customers. The possible fields are:

  • service: string Required, exact name of the service, must already exist
  • title: string Required
  • occurred_at: datetime (YYYY-MM-DD-HH:MI:SS format)
  • owner: string exact name of the user, will ignore if not found
  • symptom: text
  • customer: string exact name of the customer, will create new if not found
  • type: string exact name of the incident type, will create new if not found
  • category: string exact name of the incident category, will create new if not found
  • priority: string exact name of the incident priority, will ignore if not found, e.g. P4
  • due_date: datetime (YYYY-MM-DD-HH:MI:SS format)
  • status: string exact name of the incident status, will create new if not found
  • assigned_to: string exact name of the user, will ignore if not found
  • discussion: text
  • resolution: text
  • resolved_by: string exact name of the user, will ignore if not found
  • resolved_at: datetime (YYYY-MM-DD-HH:MI:SS format)
  • closed_by: string exact name of the user, will ignore if not found
  • closure_comment: text
  • closed_at: datetime (YYYY-MM-DD-HH:MI:SS format)
  • customer_viewable: boolean (true/false or 0/1)

Note: Each string can be up to 255 characters. Text can be as long as needed. Existing Customers are detected on an exact match of the First Name and Last Name; if they can't be found, a new customer will be created.

2. On each row, fill in the information for each incident according to each header.

Note: If these fields contain commas, the entire string MUST be encapsulated in double quotes. For example: Service Desk,Dude,support@example.com,"","",""","","","","This is a full phrase."

3. Convert your data file to a comma-seprated file (.csv) file (UTF-8 encoding is recommended).

4. Upload the CSV file as described above.

 

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