Can you import new data into existing tickets

We are adding some new fields to our Service Desk screens. Is it possible to use a .csv file to upload values for the new fields in the old tickets?

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Answers (4)

Answer Summary:
Posted by: Hobbsy 1 year ago
Red Belt

In short No, not directly anyway.....

The only way to do this is to create a dummy asset type as HELPDESK_DATA or whatever

Add to the asset type how ever many fields you need, make sure one of the field is the Ticket ID.

Then use the Asset Import functionality to import the data.

Finally create a ticket rule to copy the data from the Asset table into the Ticket table, when the ID is the asset field is the same as the Ticket ID in the asset field.

Finally clear up by deleting all your HELPDESK_DATA assets and then the asset type itself

Indigo Mountain is a Quest Silver + partner, operates as KACE professional services in the UK market place and has over a decade of KACE Service delivery 

Posted by: JordanNolan 1 year ago
10th Degree Black Belt

Top Answer

Yes, but you have to know SQL pretty good or else you can mess up your data.

First, you would need to create an  Asset Type that would contain your Ticket ID and the columns of data you want to update and upload the CSV to the Asset

Next you would need to use a query tool to connect to the KACE database to find the ASSET_DATA_XXXXX table that was created for your data.

Next, create an update query for updating the HD_TICKET fields you want to update.

Lastly you create a new Ticket Rule using SQL where your Select rule returns 1 result (Like Select HD_TICKET.ID From HD_TICKET Where  HD_TICKET.ID = 1) and the update query would be the query you designed to update the values.  Run the rule to update the tickets.

Posted by: rachelgomez123 1 year ago
White Belt

You can do that via csv import. The import file should contain the issue key, summary and the custom fields that you need to update. To update existing issues, your CSV file needs to contain a column that maps to Issue Key. If an issue exists for a given key, it will be updated.


Rachel Gomez

Posted by: chucksteel 1 year ago

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