29 May 2019

Importing made easy - Supporting Files


For any department it’s important to have an up-to-date list of all callers you are delivering services to, and of the operators who deliver those services.

Up until now, synchronizing the TOPdesk callers and operators with your personnel system was done with an integration made for you by one of TOPdesk’s consultants. But what if you could do it yourself?

With the newly introduced Import Wizard, that you might already know from our Asset Management, you can now also import your persons and operators.

Data sources

The example below imports users from Microsoft Azure AD, but you can also use CSV/Excel as a source. Most tools can be configured to create periodic exports to an Excel/CSV file, which you then feed directly into TOPdesk. Importing from MS SQL is expected for Q3 2019.


Setting up your import

The Import Wizard contains a couple of nifty features to make setting up a breeze.

What should be imported, and where?

  • Not sure what to fill in to connect to your Azure AD? Use the connection wizard.
  • Add filters to import only the cards that you need.
  • Easily direct source data to TOPdesk fields, even where terminology differs across applications, using the field mapping feature.
  • Add fallbacks for fields that might be empty in your source.

What should the import do?

  • Choose to let the import create or only update cards.
  • Indicate that the import should archive cards in TOPdesk that are no longer present in your source, or leave them activated.
  • To always have up-to-date information, set up the import to fetch new data periodically.

Is everything correct?

  • To make sure the correct cards are updated, use the preview to see all records (and related cards) affected by the import. Check out the expected errors and correct your import where needed.
  • After executing the import, check the log to see whether everything went well; or use events & actions based on the changing of specific fields to inform you of changes to those fields.

Efficient use of resources

Executing imports can use up a lot of valuable server resources. That’s why your import will run via a so-called service, separate from the everyday TOPdesk activities. Importing via a service ensures that you aren't affected by other users running large imports, for example. When more resources are needed, new instances are added. You'll always have great performance when running your import!

TOPdesk is still in the process of bringing the new service-oriented architecture to On-Premises customers in the form of the Virtual Appliance. As a result the Import Wizard for both Asset Management and Supporting files is currently SaaS-only. If you use TOPdesk On-Premises, you'll be able to use the new Import Wizard around Q3 2019 via the Virtual Appliance.

Want to find out more about TOPdesk and the service-oriented architecture? Read this blog about the reasoning behind the new architecture, or view all architecture-related articles.

We’d love to hear your experiences, so please let us know what you think of being able to create imports yourself. If you are missing options don’t hesitate to let us know via the Product Feedback Portal, or by contacting Support.

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