Widget-Based Solution for Importing General Tasks into ServiceDesk Plus

Widget-Based Solution for Importing General Tasks into ServiceDesk Plus

Overview:
ServiceDesk Plus does not provide a native XLS or XLSX import option for General Tasks in the same way users often expect for bulk spreadsheet uploads. To address this requirement, this widget-based solution can be used to import General Tasks from an Excel file into ServiceDesk Plus.

This widget allows users to:
  1. Select the General Task module.
  2. Upload an XLS or XLSX file.
  3. Map spreadsheet columns to ServiceDesk Plus task fields.
  4. Import the records in bulk.
  5. Review successful and failed imports from the results screen.
This solution is intended as a practical import utility for task creation. It is best suited for customers who want a simple spreadsheet-based import flow and are comfortable validating field mappings and data values before import.

Scope and Behavior:
This widget supports:
  1. Importing General Tasks from .xls and .xlsx files.
  2. Mapping spreadsheet columns to available General Task API fields.
  3. Mapping additional fields, including UDF fields where applicable.
  4. Displaying the count of successful and failed imports.
  5. Showing failed payloads and API responses for troubleshooting.
This widget does not attempt to function as a full migration framework. Import success depends on whether the field values in the spreadsheet match valid values already available in ServiceDesk Plus.

Prerequisites
Before using this solution, make sure the following conditions are met:
  1. The user has permission to create dashboard widgets in ServiceDesk Plus.
  2. The user has permission to create General Tasks through the API/UI.
  3. The HTML widget file is available locally.
  4. The Excel file is prepared with column headers in the first row.
  5. Lookup field values, picklist values, and mandatory field values already exist in ServiceDesk Plus.
Steps to Add It as a Dashboard Widget
  1. Open the Dashboard page in ServiceDesk Plus.
  2. Click New Widget

  4. In the widget configuration panel, select External Widget.

  6. Provide the widget details.
  7. Attach the HTML file for the import widget.
  8. Click Add.
  9. Click Save Configuration.
The dashboard is now ready to use for General Task import.

Steps to Import General Tasks
  1. Open the dashboard that contains the import widget.

  3. In the widget, select General Task from the module list.
  4. Click Choose File or drag and drop the Excel file into the upload area.

  6. Once the file is loaded, the widget reads the first row as the spreadsheet header.
  7. The available General Task fields are displayed for mapping.

  9. For each ServiceDesk Plus field, select the corresponding spreadsheet column from the dropdown.
  10. Ensure all mandatory fields are mapped.
  11. Click Import.
  12. The widget will process each row and display progress during import.



Import Result Summary

After the import completes, the widget displays:
  1. Total successful records.
  2. Total failed records.
  3. Failed row details.
  4. The request payload submitted for each failed row.
  5. The API response returned by ServiceDesk Plus.
This makes it easier to identify rows that failed because of missing mandatory fields, invalid lookup values, or unsupported input values.

Example of a Failed Record
A row may fail if a field value in the spreadsheet does not match an allowed value in ServiceDesk Plus.

Example:
  1. A task row includes a priority, status, owner, or category value that does not exist in the application.
  2. The API rejects the record as invalid input.
  3. The failed row is shown in the result section along with the payload and response.
This means the spreadsheet data must be corrected and re-imported.

Important Notes
  1. The first row in the spreadsheet must contain the actual column headers.
  2. Do not keep title rows, merged heading rows, or instructional text above the header row.
  3. Only valid ServiceDesk Plus values should be used for lookup or picklist fields.
  4. Mandatory fields must be mapped for the import to succeed.
  5. Blank rows should be removed from the spreadsheet before upload.
  6. If additional fields are available in ServiceDesk Plus, they can also be mapped through the widget when exposed by the API metadata.



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