[Tips & Tricks] A guide on Exporting and Importing tickets

In certain scenarios, we may require tickets alone to be exported from ServiceDesk Plus leaving other configurations ( like SLA, Business Rule, Priority, etc). This exported tickets can be imported to a test environment or 3rd party applications.

This article will give you guidelines on methods of tickets export and import.

Tickets can be export in 2 ways

1. Export tickets from the requests list view:

The Ticket Export feature allows you to export tickets based on the selected Request type and Request filter, you need to select either "All Request" or "Incident Request" or "Service Request" type with an appropriate filter.

Example:

In the below screenshot, the Request type is selected as "Service Request" and the Request filter is "Pending Request". There only 14 service tickets in this request type and the filter, only these 14 tickets will be exported among the rest.

To export tickets navigate to Request tab >> Actions menu >> Export Requests

Tickets can be exported in 4 different formats.

2.Export tickets from the Report module:

Default Reports - Reports tab >> Report by all requests >> Select and generate the required report from the list and export the report in XLS format.
New Custom Reports - Reports tab >> New custom report, you can select the required field, filter, and generate the report.
New Query Reports - Reports tab >> New query report, you can query the database and generate the report.

Steps to Import tickets

Precautions to be taken before importing tickets into ServiceDesk Plus

Ensure Notification Settings have been disabled otherwise ticket related notifications could be unnecessarily dispatched to technicians in case of importing closed/resolved tickets.
Ensure Request Closure Rules have been disabled as any disagreement with the Request closure rules will mean the tickets being imported will be added as tickets with open status although they might actually be tickets that have been closed/resolved.
The import tickets feature supports only XLS file format.
During Import all DATE formats supported by Excel will be supported by SDP as well if the cells holding the date values are formatted as DATE types.
If the cell holding the date value is non-formatted, then the date format prescribed by SDP which is "dd MMM yyyy, hh:mm:ss" has to be followed.
Note: Date values that do not follow the assigned DATE format are not recognized as date by Excel which in turn is reflected in SDP as well.