CSV file imports, updates, and exports
On this page
Introduction
In SolarWinds Service Desk (SWSD) you can choose to import new computers, contracts, incidents, mobile devices, other assets, users, and solutions via a comma-separated value (CSV) file. In many cases you can import directly from the specific object-type index page in the UI (see the table below). In other cases, administrators can Import information via API.
From the UI, you can also use a CSV file to update existing records for those object types. SolarWinds provides CSV templates for easy importing and updating.
In addition, from many index pages you can export data to a CSV file.
The columns in an exported data file differ from the columns in the CSV templates provided for importing. Exported CSVs should not be used for importing.
Import and update overview
Each object type has a different template. In each template, some or all fields are required for successful import and update. Some fields have selection options available out of the box. If your organization has not created any specific selection options, you can use out-of-the-box options.
You cannot import sites or departments. Those must be set up in your instance of SWSD before you import any assets or users.
When uploading a CSV file, the upload creates new records unless it finds a record that already exists. When a record already exists and there's an exact match to its unique identifier, the record is updated.
Be aware that if you are importing new users, SWSD will not send activation emails to CSV-imported users.
Update records
To update existing records you can use the same template files. An update will occur instead of an import when SWSD matches on a record's Update Identifier field.
Export overview
Many index pages (tables), for example, the Incidents, Problems, Changes, and others, contain an Actions 
button that lets you:
Export via CSV, XML, PDF, and more
Depending on the amount of data being exported, it can take a few hours for you to receive an email notification that the export is complete. If it takes longer than 24 hours, open a ticket with Technical support.
When opening exported csv files in Excel, any cell containing over 32,767 characters will cause the spreadsheet to display misaligned rows. You need to edit the contents of the cell by reducing the number of characters to less than 32,767. This will resolve the alignment issue.
Import and update instructions using the SolarWinds template and UI
SolarWinds recommends using a CSV template we provide for managing the data you will import. If you choose to use your own CSV file containing custom fields, you will be required to map your fields to the SWSD fields.
Before you begin
Be careful of your data entry. For example, if you are assigning a site or department to a device, be sure to exactly match the site and department in your import source file to those in SWSD.
If you use any custom fields in your import, create the custom fields in SWSD before performing your import. Otherwise, the content will not import properly.
When you want to update records, you need to use a unique identifier to match an existing record in SWSD.
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If the import-and-update process does not find a match, it will create a new record.
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If the import-and-update process finds a match, it updates the record.
Any improperly populated template can result in a failed import or record update. For example, if you misspell a site name, any record with improperly spelled site name will not import/update. It is important to perform a content quality check on your CSV file before attempting an import.
Updating custom fields is not currently supported.
Step 1
Identify the template you need to use for the type of data you will import and update.
| Record type you are importing | Template(s) | Template fields (see table footnotes) |
|---|---|---|
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Computers To import or update, navigate to Assets > Computers for Step 2 below. |
Import_Hardwares.csv
Special instructions: Notice that serial number and model number are located in the BIOS column and are separated by a tilde (~).
Also notice that in both examples above, the colon is followed by a space.
To update using a serial number, a unique identifier is required. Be sure your CSV file contains Example: Unique identifiers for updating:
ESM customers can only import and update computers via CSV at the IT service provider level.
You can only use individual owners with the update or import process. The fields in Out-of-the-box field selection options for imports are those that currently work outside of your custom fields.
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These fields work outside of your custom fields.
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Contracts To import, navigate to Procurement > Contracts > [selected contract] for Step 2 below. |
Import_Contract_Items.csv |
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| Import_Contract_Purchases.csv
Limitation: A list of contracts cannot be imported. You must first create the contract manually. You can then import contract information, such as items or purchases, to the existing contract. Items include the number of software licenses and version, while purchases cover information such as date of purchase, vendor, and cost. Contract renewal reminders can only be added to contracts manually. See Contracts for ITAM. |
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Incidents To import or update, navigate to Service Desk > Incidents for Step 2 below. |
Special instructions: You can backdate the Created_At field using the template. The following date formats are supported: yyyy-mm-dd, dd-mm-yyyy, yyyy/mm/dd, dd/mm/yyyy.
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Mobile devices To import or update, navigate to Assets > Mobile Devices for Step 2 below. |
Special instructions: ITSM administrators or an ESM administrator for the IT Service Provider can import mobile devices. Unique identifiers for updating:
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Other assets To import or update, navigate to Assets > Other Assets for Step 2 below. |
Special instructions: ESM customers can import other assets via CSV at the Service Provider level. Unique identifiers for updating:
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Users To import or update, navigate to Setup > Users & Groups > Users for Step 2 below. |
Special instructions: If you choose to import a group of users from a CSV file, match the sites and departments in your import source file so they are an exact match to the sites and departments already set up in SWSD. Unique identifier for updating: |
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Solutions To import or update, navigate to Service Desk > Solutions for Step 2 below. |
Special instructions: Solutions can be imported by an ESM service provider administrators. Unique identifiers for updating:
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Step 2
Navigate to the proper index table that matches the type of data you are importing or updating. (See navigation guidance in Column 1 of the table above.) For example, if you are importing or updating users, navigate to the Users index page to perform the import.
Step 3
On the index page, click the Actions dropdown in the top right corner and select CSV - Import and Update.
Step 4
In the Importing dialog, click Choose File, select the file you need to upload, and then click Open.
The mapping page opens. On the mapping page you can see the following:
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Unique Identifier mapping. Use this option to select a column from the CSV file to match to the unique identifier field in SWSD.
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A map of which columns will import into which fields.
The example below shows a mapping page resulting from an import and update of computer records.
Under Column Mapping, on the left select the column in your CSV file that contains the Unique Identifier. On the right select the SWSD field you want to map that to.
Every record you want to update needs a unique identifier. If there is no unique identifier, SWSD cannot match to an existing record so it creates a new record. If there are multiple matches, SWSD updates only the first match it finds. For example, if there are two computers already in SWSD, only the first is updated.
Because SWSD is trying to find an exact match, you must make sure that the data in your CSV file Unique Identifier field is an exact match to what is already in SWSD. Missing or mispelled data in the CSV file will not result in a match.
Mismatches can result in duplicate records.
For example, if you are updating user records, you can map the unique identifier to the user's email address.
Review the mapping and edit as needed.
Step 5
Be sure you have confirmed and changed mappings as described in Step 4. Click Import and Update to begin the process. Upon completion you will receive a notification email with a status report. The report will contain any errors encountered during the import.
Import information via API
SolarWinds provides example scripts that are not supported in any way.
| What you can import | Instructions |
|---|---|
| Departments | Import departments script |
| Warranty information | Warranty sync scripts |
| Sites | Warranty sync scripts |
Out-of-the-box field selection options for imports
Some CSV templates contain fields that have options available. However, SolarWinds recommends that you use the field selection options available in your organization. To view the most current options available in your organization:
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Navigate to the index table for the type of device you want to import, for example Assets > Computers, and then click Add
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From the new window that opens, open each drop-down menu to view the selection options for field included in the import template for the device type you want to import (for example, the Import_ Hardwares.csv if you are importing computers).
For Computers
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- None
- Chromebase
- Chromebit
- Chromebook
- Chromebox
- Laptop
- Mac Desktop
- Mac Laptop
- Macintosh
- NAS / File Server
- Other
- PDA
- Server
- Server + VMware
- Server - Unix
- Standalone
- Tablet
- Thin Client
- VM: Microsoft
- VM: Parallels
- VM: SWSoft
- VM: Virtualization
- VM: VMWare
- VM: XenServer
- Workstation
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Asset Status selection options
- Broken
- Disposed
- Duplicate
- Hold
- In Repair
- Lost
- Operational
- Replacement
- Spare
- Stolen
For contracts
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- One Time
- Monthly
- Quarterly
- Annual
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- USD
- EUR
- AED
- ANG
- ARS
- AUD
- BGN
- BHD
- BRL
- BWP
- CAD
- CHF
- CNY
- COP
- CZK
- DKK
- EGP
- GBP
- HKD
- IDR
- ILS
- INR
- JMD
- JOD
- JPY
- KES
- KRW
- KWD
- LKR
- MXN
- MYR
- MZN
- NAD
- NOK
- NPR
- NTD
- NZD
- OMR
- PEN
- PHP
- PKR
- PLN
- QAR
- RON
- RUB
- RWF
- SAR
- SEK
- SGD
- THB
- TND
- TRY
- TZS
- UGX
- VND
- YER
- ZAR
-
- Cisco
- Dell
- Microsoft
- SolarWinds Service Desk
For Incidents
For mobile devices
- Asset status selection options
- Broken
- Disposed
- Duplicate
- Hold
- In Repair
- Lost
- Operational
- Replacement
- Spare
- Stolen
- Device Type
- Phone
- Tablet
- Media Player
- iPhone
- iPad
- iOS
- Windows
- Android
- Blackberry
- Palm
- Other
For other assets
-
- Broadband Modem
- Cable Modem
- Coffee Machine
- Desk
- External Storage
- Fax Machine
- Hub
- Modem
- Monitor
- Network Attached Storage
- Network Printer
- Office Chair
- PBX
- Phone
- Projector
- Router
- Scanner
- Shredder
- Speaker Phone
- Storage Area Network
- Switch
- Webcam
- Wireless Access Point
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Asset Status selection options
- Broken
- Disposed
- Duplicate
- Hold
- In Repair
- Lost
- Operational
- Replacement
- Spare
- Stolen
For users
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- Administrator
- Requester
- Service Agent User
- Service Task User
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Although many languages are available, SolarWinds recommends that you import users with Default and let users select their own language.
- Default
- Arabic
- Belarusian
- Bulgarian
- Catalan
- Chinese Simplified
- Chinese Traditional
- Croatian
- Czech
- Danish
- Dutch
- English
- Estonian
- Finnish
- French
- German
- Greek
- Hebrew
- Hindi
- Hungarian
- Indonesian
- Italian
- Japanese
- Korean
- Latvian
- Lithuanian
- Malay
- Macedonian
- Norwegian
- Persian
- Polish
- Portuguese (Brazil)
- Portuguese (Portugal)
- Romanian
- Russian
- Serbian
- Slovak
- Slovenian
- Spanish
- Spanish (Latin America)
- Swedish
- Thai
- Turkish
- Ukranian
- Vietnamese
For solutions