I am currently experiencing some data exchange issues and hoping for some help. We are using 5.1. My situation is: - 300 records in an Excel spreadsheet to be imported as 300 separate service calls. - Each service call has a unique CI. - The CI is set as the primary key in the import mapping The issue is that the new service calls are created but the CI field remains blank. I have double checked that the CI’s exist in my CMDB and the seachcodes in fact work manually. No extra spaces or anything silly like that. Any ideas? Anyone?
A little more digging has revealed the real problem and what the real question should be. Some of the odd behaviour was because of missing CIâ s. When we cleaned up the import data, we found that what was happening was that the import was *updating* and existing ticket that had the same CI â as the CI was set as the primary key. Duh!
So the real question becomes, since you always have to set a primary key, how do you force the creation of a new Service Call? My only thought so far is to create a custom field, populate it with a large random number, and make that the primary key. Any thoughts??
To force creation, you do indeed need a unique primary key: the OOTB field Source ID can be used for this and you could just use the row number in the spreadsheet concatenated with some string as a simple way of doing this.