Supportworks Request Import

About the Supportworks to Hornbill Service Manager Request Import Utility

The utility provides a simple, safe and secure way to migrate call data from Supportworks v7.x & v8.x in to Hornbill Service Manager. The tool is designed to run behind your corporate firewall, and requires access to your Supportworks database host(s) and file storage.

The tool connects to your Hornbill instance in the cloud over HTTPS/SSL, so as long as you have standard internet access then you should be able to use the tool without the need to make any firewall configuration changes.

The following tasks are carried out when the tool is executed:

• Supportworks call data is extracted as per your specification, as outlined in the Configuration section of this document;
• New requests are raised on Service Manager using the extracted call data and associated mapping specifications;
• Supportworks call diary entries are imported as Historic Updates against the new Service Manager Requests;
• Attachments to Supportworks Call Diary Entries are imported against their appropriate Historic Updates within Service Manager;
• Call attachments that are not related to Call Diary Entries are attached to the relevant Service Manager request;
• Call attachments of type SWM (Supportworks Mail) are decoded and stored as plain text attachments against the Service Manager request or Historic Update as appropriate.

Important Notice

Importing Supportworks call data and associated file attachments in to your Hornbill instance will consume your subscribed storage. Please check your Administration console and your Supportworks data prior to running this import to ensure that you have enough subscribed storage available.

When running the import tool, after the call records are imported, you will receive a warning before importing the associated call file attachments. Please take note of the information presented, as this will inform you the amount of Hornbill storage space you have available to your instance, and the approximate amount that will be consumed should you continue with the file attachment import.

Open Source

The Supportworks to Hornbill Service Manager Request Import Utility is provided open source under the Hornbill Community Licence and can be found Here on GitHub

Installation Overview

Windows Installation

• Download the ZIP archive
• Extract zip into a folder you would like the application to run from e.g. C:\Call_Import\
• Open conf.json and add in the necessary configuration
• Open a Command Line Prompt as Administrator
• Change Directory to the folder containing sw_call_import.exe C:\Call_Import\
• Run the command:

sw_call_import.exe -dryrun=true

Configuration Overview

A demonstration configuration file is provided within the package, which includes configuration for importing call data from Supportworks 7.6.x running ITSM Enterprise 3.6.x. If a configuration file is not specified as a command line argument when executing the tool, then a default configuration file named conf.json, containing the correct JSON, must exist. The following configuration file contains the configuration elements required when importing Supportworks call data:

 "HBConf": {
   "UserName": "",
   "Password": "",
   "InstanceID": ""
 },
 "SWServerAddress":"127.0.0.1",
 "AttachmentRoot":"E:/Program Files/Hornbill/Supportworks Server/data/cfa_store",
 "SWSystemDBConf": {
   "Driver":"swsql",
   "UserName": "",
   "Password": ""
 },
 "SWAppDBConf": {
   "Driver": "swsql",
   "Server": "127.0.0.1",
   "Database": "swdata",
   "UserName": "",
   "Password": "",
   "Port": 5002,
   "Encrypt": false
 },
 "CustomerType": "0",
 "ConfIncident": {
   "Import":false,
   "CallClass": "Incident",
   "DefaultTeam":"Service Desk",
   "DefaultPriority":"Low",
   "DefaultService":"Desktop Support",
   "SQLStatement":"SELECT opencall.callref, logdatex, resolve_datex, closedatex, h_formattedcallref, cust_id, cust_name, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Incident' AND status != 17 AND appcode = 'ITSM' ",
   "CoreFieldMapping": {
     "h_datelogged":"[logdatex]",
     "h_dateclosed":"[closedatex]",
     "h_dateresolved":"[resolve_datex]",
     "h_summary":"[itsm_title]",
     "h_description":"Supportworks Incident Reference: [oldCallRef]\n\n[updatetxt]",
     "h_external_ref_number":"[oldCallRef]",
     "h_fk_user_id":"[cust_id]",
     "h_status":"[status]",
     "h_request_language":"en-GB",
     "h_impact":"[itsm_impact_level]",
     "h_urgency":"[itsm_urgency_level]",
     "h_customer_type":"0",
     "h_fk_serviceid":"",
     "h_resolution":"",
     "h_category_id":"[probcode]",
     "h_closure_category_id":"[fixcode]",
     "h_ownerid":"[owner]",
     "h_fk_team_id":"[suppgroup]",
     "h_fk_priorityid":"[priority]",
     "h_site_id":"[site]",
     "h_company_id":"",
     "h_company_name":"",
     "h_withinfix":"[withinfix]",
     "h_withinresponse":"[withinresp]",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   },
   "AdditionalFieldMapping":{
     "h_firsttimefix":"",
     "h_custom_a":"Custom Data",
     "h_custom_b":"[itsm_title]",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":"",
     "h_flgproblemfix":"",
     "h_fk_problemfixid":"",
     "h_flgfixisworkaround":"",
     "h_flg_fixisresolution":""
   }
 },
 "ConfServiceRequest": {
   "Import":false,
   "CallClass": "Service Request",
   "DefaultTeam":"Service Desk",
   "DefaultPriority":"Low",
   "DefaultService":"Desktop Support",
   "SQLStatement":"SELECT opencall.callref, logdatex, resolve_datex, closedatex, h_formattedcallref, cust_id, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site, service_name FROM opencall, updatedb LEFT JOIN sc_folio ON sc_folio.fk_cmdb_id = opencall.itsm_fk_service WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Service Request' AND status != 17 AND appcode = 'ITSM'",
   "CoreFieldMapping": {
     "h_datelogged":"[logdatex]",
     "h_dateclosed":"[closedatex]",
     "h_dateresolved":"[resolve_datex]",
     "h_summary":"[itsm_title]",
     "h_description":"Supportworks Service Request Reference: [oldCallRef]\n\n[updatetxt]",
     "h_external_ref_number":"[oldCallRef]",
     "h_fk_user_id":"[cust_id]",
     "h_status":"[status]",
     "h_request_language":"en-GB",
     "h_impact":"[itsm_impact_level]",
     "h_urgency":"[itsm_urgency_level]",
     "h_customer_type":"0",
     "h_fk_serviceid":"[service_name]",
     "h_resolution":"",
     "h_category_id":"[probcode]",
     "h_closure_category_id":"[fixcode]",
     "h_ownerid":"[owner]",
     "h_fk_team_id":"[suppgroup]",
     "h_fk_priorityid":"[priority]",
     "h_site_id":"[site]",
     "h_company_id":"",
     "h_company_name":"",
     "h_withinfix":"[withinfix]",
     "h_withinresponse":"[withinresp]",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   },
   "AdditionalFieldMapping":{
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   }
 },
 "ConfChangeRequest": {
   "Import":false,
   "CallClass": "Change Request",
   "DefaultTeam":"Service Desk",
   "DefaultPriority":"Low",
   "DefaultService":"Desktop Support",
   "SQLStatement":"SELECT opencall.callref, logdatex, resolve_datex, closedatex, h_formattedcallref, cust_id, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Change Request' AND status != 17 AND appcode = 'ITSM' ",
   "CoreFieldMapping": {
     "h_datelogged":"[logdatex]",
     "h_dateclosed":"[closedatex]",
     "h_dateresolved":"[resolve_datex]",
     "h_summary":"[itsm_title]",
     "h_description":"Supportworks Change Request Reference: [oldCallRef]\n\n[updatetxt]",
     "h_external_ref_number":"[oldCallRef]",
     "h_fk_user_id":"[cust_id]",
     "h_status":"[status]",
     "h_request_language":"en-GB",
     "h_impact":"[itsm_impact_level]",
     "h_urgency":"[itsm_urgency_level]",
     "h_customer_type":"0",
     "h_fk_serviceid":"",
     "h_resolution":"",
     "h_category_id":"[probcode]",
     "h_closure_category_id":"[fixcode]",
     "h_ownerid":"[owner]",
     "h_fk_team_id":"[suppgroup]",
     "h_fk_priorityid":"[priority]",
     "h_site_id":"[site]",
     "h_company_id":"",
     "h_company_name":"",
     "h_withinfix":"[withinfix]",
     "h_withinresponse":"[withinresp]",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   },
   "AdditionalFieldMapping":{
     "h_start_time":"",
     "h_end_time":"",
     "h_change_type":"",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":"",
     "h_scheduled":""
   }
 },
 "ConfProblem": {
   "Import":false,
   "CallClass": "Problem",
   "DefaultTeam":"Service Desk",
   "DefaultPriority":"Low",
   "DefaultService":"Desktop Support",
   "SQLStatement":"SELECT opencall.callref, logdatex, resolve_datex, closedatex, h_formattedcallref, cust_id, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Problem' AND status != 17 AND appcode = 'ITSM' ",
   "CoreFieldMapping": {
     "h_datelogged":"[logdatex]",
     "h_dateclosed":"[closedatex]",
     "h_dateresolved":"[resolve_datex]",
     "h_summary":"[itsm_title]",
     "h_description":"Supportworks Problem Reference: [oldCallRef]\n\n[updatetxt]",
     "h_external_ref_number":"[oldCallRef]",
     "h_fk_user_id":"[cust_id]",
     "h_status":"[status]",
     "h_request_language":"en-GB",
     "h_impact":"[itsm_impact_level]",
     "h_urgency":"[itsm_urgency_level]",
     "h_customer_type":"0",
     "h_fk_serviceid":"",
     "h_resolution":"",
     "h_category_id":"[probcode]",
     "h_closure_category_id":"[fixcode]",
     "h_ownerid":"[owner]",
     "h_fk_team_id":"[suppgroup]",
     "h_fk_priorityid":"[priority]",
     "h_site_id":"[site]",
     "h_company_id":"",
     "h_company_name":"",
     "h_withinfix":"[withinfix]",
     "h_withinresponse":"[withinresp]",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   },
   "AdditionalFieldMapping":{
     "h_workaround":"",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   }
 },
 "ConfKnownError": {
   "Import":false,
   "CallClass": "Known Error",
   "DefaultTeam":"Service Desk",
   "DefaultPriority":"Low",
   "DefaultService":"Desktop Support",
   "SQLStatement":"SELECT opencall.callref, logdatex, resolve_datex, closedatex, h_formattedcallref, cust_id, itsm_title, owner, suppgroup, status, updatedb.updatetxt, priority, itsm_impact_level, itsm_urgency_level, withinfix, withinresp, bpm_workflow_id, probcode, fixcode, site FROM opencall, updatedb WHERE updatedb.callref = opencall.callref AND updatedb.udindex = 0 AND callclass = 'Known Error' AND status != 17 AND appcode = 'ITSM' ",
   "CoreFieldMapping": {
     "h_datelogged":"[logdatex]",
     "h_dateclosed":"[closedatex]",
     "h_dateresolved":"[resolve_datex]",
     "h_summary":"[itsm_title]",
     "h_description":"Supportworks Known Error Reference: [oldCallRef]\n\n[updatetxt]",
     "h_external_ref_number":"[oldCallRef]",
     "h_fk_user_id":"[cust_id]",
     "h_status":"[status]",
     "h_request_language":"en-GB",
     "h_impact":"[itsm_impact_level]",
     "h_urgency":"[itsm_urgency_level]",
     "h_customer_type":"0",
     "h_fk_serviceid":"",
     "h_resolution":"",
     "h_category_id":"[probcode]",
     "h_closure_category_id":"[fixcode]",
     "h_ownerid":"[owner]",
     "h_fk_team_id":"[suppgroup]",
     "h_fk_priorityid":"[priority]",
     "h_site_id":"[site]",
     "h_company_id":"",
     "h_company_name":"",
     "h_withinfix":"[withinfix]",
     "h_withinresponse":"[withinresp]",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   },
   "AdditionalFieldMapping":{
     "h_solution":"",
     "h_root_cause":"",
     "h_steps_to_resolve":"",
     "h_custom_a":"",
     "h_custom_b":"",
     "h_custom_c":"",
     "h_custom_d":"",
     "h_custom_e":"",
     "h_custom_f":"",
     "h_custom_g":"",
     "h_custom_h":"",
     "h_custom_i":"",
     "h_custom_j":"",
     "h_custom_k":"",
     "h_custom_l":"",
     "h_custom_m":"",
     "h_custom_n":"",
     "h_custom_o":"",
     "h_custom_p":"",
     "h_custom_q":""
   }
 },
 "PriorityMapping": {
   "Supportworks Priority":"Service Manager Priority"
 },
 "TeamMapping": {
   "Supportworks Group ID":"Service Manager Team Name"
 },
 "CategoryMapping": {
   "Supportworks Profile Code":"Service Manager Profile Code"
 },
 "ResolutionCategoryMapping": {
   "Supportworks Resolution Profile Code":"Service Manager Resolution Profile Code"
 },
 "ServiceMapping": {
   "Supportworks Service Name":"Service Manager Service Name"
 }

HBConfig

Connection information for the Hornbill instance:

• "UserName" - Instance User Name with which the tool will log the new requests
• "Password" - Instance Password for the above User
• "InstanceId" - Instance Id

SWServerAddress

The address of the Supportworks Server. If this tool is to be run on the Supportworks Server, then this should be set to localhost.

AttachmentRoot

This is the location of the Supportworks Call File Attachment Store.

SWSystemDBConf

Contains the connection information for the Supportworks cache database (sw_systemdb).

• "Driver" the driver to use to connect to the sw_systemdb database:
• swsql = Supportworks 7.x SQL (MySQL v4.0.16). Also supports MySQL v3.2.0 to <v5.0
• mysql = MySQL Server v5.0 or above, or MariaDB (Supportworks v8+)
• "UserName" Username for a user that has read access to the SQL database from the location of the tool
• "Password" Password for above User Name

SWAppDBConf

Contains the connection information for the Supportworks application database (swdata).

• "Driver" the driver to use to connect to the database that holds the Supportworks application information:
• swsql = Supportworks 7.x SQL (MySQL v4.0.16). Also supports MySQL v3.2.0 to <v5.0
• mysql = MySQL Server v5.0 or above, or MariaDB (Supportworks v8+)
• mssql = Microsoft SQL Server (2005 or above)
• "Server" The address of the SQL server
• "UserName" The username for the SQL database
• "Password" Password for above User Name
• "Port" SQL port (5002 if the data is hosted on the Supportworks server)
• "Encrypt" Boolean value to specify whether the connection between the script and the database should be encrypted. NOTE: There is a bug in SQL Server 2008 and below that causes the connection to fail if the connection is encrypted. Only set this to true if your SQL Server has been patched accordingly.

CustomerType

Should contain an integer value of 0 or 1, to determine the customer type for the records being imported:

• 0 - Hornbill Users
• 1 - Hornbill Contacts

ConfCallClass

Contains request-class specific configuration. This section should be repeated for all Service Manager Call Classes.

• Import - boolean true/false. Specifies whether the current class section should be included in the import.
• CallClass - specifies the Service Manager request class that the current Conf section relates to.
• DefaultTeam - If a request is being imported, and the tool cannot verify its Support Group, then the Support Group from this variable is used to assign the request.
• DefaultPriority - If a request is being imported, and the tool cannot verify its Priority, then the Priority from this variable is used to escalate the request.
• DefaultService - If a request is being imported, and the tool cannot verify its Service from the mapping, then the Service from this variable is used to log the request.
• SQLStatement - The SQL query used to get call (and extended) information from the Supportworks application data.
• CoreFieldMapping - The core fields used by the API calls to raise requests within Service Manager, and how the Supportworks data should be mapped in to these fields.
  • Any value wrapped with [] will be populated with the corresponding response from the SQL Query
  • Any Other Value is treated literally as written example:
    • "h_summary":"[itsm_title]", - the value of itsm_title is taken from the SQL output and populated within this field
    • "h_description":"Supportworks Incident Reference: [oldCallRef]\n\n[updatetxt]", - the request description would be populated with "Supportworks Incident Reference: ", followed by the Supportworks call reference, 2 new lines then the call description text from the Supportworks call.
  • Any Hornbill Date Field being populated should have an EPOCH value passed to it. This includes h_datelogged, h_dateresolved and h_dateclosed.
  • Note: "h_dateclosed":"[closedatex]", - opencall.closedatex is used in Supportworks to hold the date a request will come off hold. This must be populated if you are importing requests in an On-Hold or Closed status.
  • Core Fields that can resolve associated record from passed-through value:
    • "h_site_id":"[site]", - When a string is passed to the site field, the script attempts to resolve the given site name against the Site entity, and populates the request with the correct site information. If the site cannot be resolved, the site details are not populated for the request being imported.
    • "h_fk_user_id":"[cust_id]", - As site, above, but resolves the original request customer against the users or contacts within Hornbill.
    • "h_ownerid":"[owner]", - As site, above, but resolves the original request owner against the analysts within Hornbill.
    • "h_category_id":"[probcode]", - As site, above, but uses additional CategoryMapping from the configuration, as detailed below.
    • "h_closure_category_id":"[fixcode]", - As site, above, but uses additional ResolutionCategoryMapping from the configuration, as detailed below.
    • "h_ownerid":"[owner]", - As site, above, but resolves the original request owner against the analysts within Hornbill.
    • "h_fk_team_id":"[suppgroup]", - As site, above, but uses additional TeamMapping from the configuration, as detailed below.
    • "h_fk_priorityid":"[priority]", - As site, above, but uses additional PriorityMapping from the configuration, as detailed below.
• AdditionalFieldMapping - Contains additional columns that can be stored against the new request record. Mapping rules are as above.

PriorityMapping

Allows for the mapping of Priorities between Supportworks and Hornbill Service Manager, where the left-side properties list the Priorities from Supportworks, and the right-side values are the corresponding Priorities from Hornbill that should be used when escalating the new requests.

TeamMapping

Allows for the mapping of Support Groups/Team between Supportworks and Hornbill Service Manager, where the left-side properties list the Support Group ID's (not the Group Name!) from Supportworks, and the right-side values are the corresponding Team names from Hornbill that should be used when assigning the new requests.

CategoryMapping

Allows for the mapping of Problem Profiles/Request Categories between Supportworks and Hornbill Service Manager, where the left-side properties list the Profile Codes (not the descriptions!) from Supportworks, and the right-side values are the corresponding Profile Codes (again, not the descriptions!) from Hornbill that should be used when categorising the new requests.

ResolutionCategoryMapping

Allows for the mapping of Resolution Profiles/Resolution Categories between Supportworks and Hornbill Service Manager, where the left-side properties list the Resolution Codes (not the descriptions!) from Supportworks, and the right-side values are the corresponding Resolution Codes (again, not the descriptions!) from Hornbill that should be used when applying Resolution Categories to the newly logged requests.

ServiceMapping

Allows for the mapping of Services between Supportworks and Hornbill Service Manager, where the left-side properties list the Service names from Supportworks, and the right-side values are the corresponding Services from Hornbill that should be used when raising the new requests.

Command Line Parameters

• file - Defaults to `conf.json` - Name of the Configuration file to load
• dryrun - Defaults to `false` - Set to True and the XMLMC for the raising of new requests will not be called, and instead the generated XML for each request will be dumped to the log file. This is to aid in debugging the initial connection information.
• zone - Defaults to `eur` - Allows you to change the ZONE used for creating the XMLMC EndPoint URL https://{ZONE}api.hornbill.com/{INSTANCE}/

Testing Overview

If you run the application with the argument -dryrun=true then no requests will be raised within Service Manager - the XML used to raise requests will be saved in the log file so you can ensure the database mappings are correct before running the import.

sw_call_import.exe -dryrun=true -file=conf.json

Logging Overview

All logging output is saved in the log directory, in the same directory as the executable. The file name contains the date and time the import was run SW_Call_Import_2015-11-06T14-26-13Z.log

Error Codes

• 100 - Unable to create log File
• 101 - Unable to create log folder
• 102 - Unable to Load Configuration File

Change Log

v1.2.3 09/05/2016

Defect Fixes

• Fixed data mapping issues
• Fixed issue where imported calls in a status of On Hold could not be taken off hold

v1.2.2 29/04/2016

Features

• Allow the back-dating of imported requests,to the date/time the original Supportworks request was logged
• Allow the import of Resolved Date & Closed Date to match those of the original Supportworks request
• New requests logged from requests that are On Hold in Supportworks are now placed On Hold in Service Manager, to the original requests date & time

Defect Fixes

• Fixed issue when importing historical diary entries that have a Time Spent value of NULL

v1.2.1 28/04/2016

Features

• Takes request prefix from Application Settings rather than import tool

v1.2.0 27/04/2016

Features

• Improved import performance:
  • Streamlined API's and client side record caching
  • Multi-threaded the Request Association and File Attachment Import code
• Extended field mapping, allowing more request fields to be written to, including class-specific extended table fields

Defect Fixes

• Fixed race conditions in Goroutines
• Fixed issue with MSSQL driver returning INT64 values, causing data conversion problems

v1.1.2 07/04/2016

Defect Fix

• Corrected output of oldCallRef mapping variable

v1.1.1 07/04/2016

Features

• Added additional stage & warning in file attachment import user confirmation;
• Enhanced notification display using colour in CLI output

v1.1.0 06/04/2016

Features

• Improved import performance using Goroutines & parallel processing of Hornbill request logging

v1.0.2 24/02/2016

Defect Fixes

• No Default Service being assigned to imported requests when Service Name from Supportworks data contained a NULL value
• Updated Request Status Matrix.

v1.0.1 01/02/2016

Defect Fixes

• Added missing brace to ConfKnownError section of configuration file.

v1.0.0 - 22/01/2015

Initial Release