Use templates to import data

After you set up your connections using the discovery tools described in Discover assets, you You can import data from files in tab-separate-values (TSV), comma-separated-values (CSV), or Excel formats.

Web Help Desk uses templates to ensure data files are formatted correctly. The first data row in the file must match the appropriate template, which you can download from the Setup > Data Import menu. SolarWinds recommends downloading this template and copying and pasting it into the data file.

For all but the ticket import format, the import file format matches the TSV downloads formats available for each entity.

TSV templates

A typical TSV template contains column headings similar to the following client TSV template.

A typical TSV template contains column headings.

When you click Download Template in the Import Clients screen and download the template file, you can re-import the file into the Clients importer template.

Because ticket TSV downloads are typically used for reporting instead of bulk changes, the columns in the ticket TSV download match the columns in the selected column set rather than the columns in the ticket import template.

If you are using an Excel spreadsheet to format the data and your data file contains Unicode characters, deselect the MS Excel Unicode (UTF-16) file encoding option—both in Excel and in Web Help Desk.

Data import types

The following table lists the type of import and the fields required for the import.

Type of import Required fields


Location Name


Company Name, Manager Tech Username


Last Name, User Name, E-Mail


Asset Type, Manufacturer, Model

Purchase Orders

PO Number, Vendor


Open Date, Request Type


Category, Question, Answer


Part Number, Manufacturer, Our Cost, Customer Cost


Part Number, Location, Count

Import data using TSV, CSV, or Excel templates

Click the tooltips for additional information.

  1. In the toolbar, click Setup and select Data Import.
  2. In the drop-down menu, select an import type.
  3. In the Import Assets screen, complete the fields and selections as required.
  4. Click Download Template.
  5. Populate the template with the required information.

    Use the following conventions:

    • To prevent failed imports, do not change the data order or delete columns in any import.
    • Define all inventory import parts in Web Help Desk before you import your inventory.
    • If the tickets implement request sub-types, enter the type and sub-type in the Type column and separate the type and sub-type with a semicolon.
    • Do not use commas or currency symbols in your template.
  6. Import the populated template to Web Help Desk.