CSV imports for master data

Installation-specific templates support importing customers, customer users, and agents.

Overview

This page explains how to use CSV imports for master data and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

  1. Download the appropriate CSV template. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  2. Select a file and generate a preview. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  3. Validate the data. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  4. Run or cancel the import. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  5. Download the error file. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

Notes

  • Visible menu items and actions depend on the signed-in agent’s group and program permissions.

  • Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

  • After making changes, test at least one realistic use case with a user in the affected role.