Documentation forSolarWinds Service Desk

CSV file imports and exports

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In SolarWinds Service Desk (SWSD) you can choose to import new computers, contracts, incidents, mobile devices, other assets, and users via a comma-separated value (.csv) file. SolarWinds provides csv templates for easy importing.

From many index pages you can export data to a csv file.

Import overview

Each asset type has a different template. In each template, some or all fields are required for successful import. 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.

Be aware that users records can only be imported via csv file by an ITSM administrator or an ESM Organization level administrator.

When uploading a csv, the upload only creates new records. It does not edit/update/change existing records already in your account. Also, if you are importing new users, SWSD will not send activation emails to csv-imported users.

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

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 instructions

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.

Device record limitation: If device imports are performed before the Discovery Agent is deployed, the agent updates existing records. However, if the Discovery Agent is deployed first, a device-related import only creates new devices; it does not update existing ones. For example, if you have already deployed the Discovery Agent and records exist for your computers, and then you later want to import device owners, the only way to update the existing records is by using API.

Use SolarWinds template

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.

Any improperly populated template can result in a failed import. For example, if you misspell a site name, any record with improperly spelled site name will not import. It is important to perform a content quality check on your csv file before attempting an import.
Be sure to complete all 6 steps.

Step 1

Identify the template you need to use for the type of data you will import.

Record type you are importing Template(s) Template fields
(see table footnotes)


To import, navigate to Assets > Computers.


Notice that serial number and model number are located in the BIOS column and are separated by a tilde (~). Serial number is indicated by ssn: followed by a space, and model number is indicated by model: followed by a space.

ESM customers can only import computers via CSV at the Organization level.

Limitation: Existing records are not updated via CSV import. See Device Record LimitationCSV file imports and exports

  • Name (required)
  • Description (text field)
  • Site (use your organization's sites)
  • Department (use your organization's departments)
  • CPU (text field)
  • Operating System (text field)
  • Category (see Category selection options)
  • Asset Status (see Asset Status selection options)
  • Owner (use your organization's owners)
  • Tag (text field)
  • Bios (serial number is a required field)
  • Custom field (add custom fields if applicable)


To import, navigate to Procurement > Contracts > [selected contract].

  • Name
  • Qty
  • Tag
  • Version
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.

ESM customers can import contract information via CSV at the Organization level or the Service Provider level.


To import, navigate to Service Desk > Incidents.


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.

ESM customers can import incidents via CSV at the Organization level or the Service Provider level.

Be aware that importing incidents via CSV only imports the text of the incident. Attachments and screenshots are not imported directly from an incidents csv file.

  • Title (required)
  • Requester (required)
  • Priority (see Priority selection options)
  • Description
  • Assignee
  • Category (use your organization's ticketing categories)
  • Subcategory (use your organization's ticketing subcategories)
  • Department (use your organization's departments)
  • Site (use your organization's sites)
  • State (see State selection options)
  • Comments
  • Created At

Mobile devices

To import, navigate to Assets > Mobile Devices.


ITSM administrators or an ESM administrator for the IT Service Provider can import mobile devices.


  • Department (use your organization's departments)
  • Description
  • Device Type (seeDevice Type selection options)
  • IMEI
  • Manufacturer
  • Model
  • Owner (use your organization's owners)
  • Phone Number
  • Serial Number
  • Service Provider
  • Site (use your organization's sites)
  • Status (see Asset Status field selection options)
  • Tags
  • Technical Contact (use your organization's technical contacts)

Other assets

To import, navigate to Assets > Other Assets.


ESM customers can import other assets via CSV at the Organization level or the Service Provider level.
  • Name (required)
  • Manufacturer (required)
  • Type (see Type selection options)
  • Status (see Asset Status selection options)
  • Model
  • Serial Number
  • Asset ID
  • IP
  • Description
  • Owner (use your organization's owners)
  • User (use your organization's users)
  • Site (use your organization's sites)
  • Department (use your organization's departments)


To import, navigate to Setup > Users & Groups > Users.


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.
Users can only be imported by an ITSM administrator or an ESM Organization level administrator.


To import, navigate to Service Desk > Solutions.


Solutions can be imported by an ESM service provider administrators.

  • Name (required)
  • Category (use your organization's categories)
  • Subcategory (use your organization's subcategories)
  • Description (required)
  • State (see State selection options)
  • Creator (email address)
  • Site (from your list of sites)
  • Department (from your list of departments)

Step 2

Navigate to the proper index table that matches the type of data you are importing. (See navigation guidance in Column 1 of the table above.) For example, if you are importing 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.

Step 4

Select Import.

Step 5

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 a map of which columns will import into which fields.

Review the mapping and edit as needed.

The example below shows a mapping page resulting from an import of user records.

Step 6

Be sure you have confirmed and changed mappings as described in Step 5. Click Import to begin the import process. Upon completion you will receive a notification email with a status report. The report will contain any errors encountered during the import.

Imports can take several minutes depending on the number of records you are importing.

Out-of-the-box field selection options for imports

Some csv templates contains 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:

  1. Navigate to the index table for the type of device you want to import, for example Assets > Computers, and then click Add .

  2. 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

  • Category selection options

    • 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
  • Asset Status selection options

    • Broken
    • Disposed
    • Duplicate
    • Hold
    • In Repair
    • Lost
    • Operational
    • Replacement
    • Spare
    • Stolen

For contracts

  • Recurrence selection options

    • One Time
    • Monthly
    • Quarterly
    • Annual
  • Currency selection options

    • 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
  • Vendor selection options

    • Cisco
    • Dell
    • Microsoft
    • SolarWinds Service Desk

For Incidents

  • State selection options

    • New
    • Closed
  • Priority selection options

    • None
    • Low
    • Medium
    • High
    • Critical

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

  • Type selection options

    • 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
  • Asset Status selection options

    • Broken
    • Disposed
    • Duplicate
    • Hold
    • In Repair
    • Lost
    • Operational
    • Replacement
    • Spare
    • Stolen

For users

  • Role selection options

    • Administrator
    • Requester
    • Service Agent User
    • Service Task User
  • Language selection options

    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

  • State selection options

    • Draft
    • Internal
    • Approved

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