Hi All,
I'm pretty shocked that someone would say that the product wasn't meant
to import data from other sources. As previously mentioned, that statement
would make no sense. I'm sure it was just a miscommunication. I have used the
import tool even ver 6.3 patch 19. I have never had a problem with an import
that couldn't be traced back to a PEBCAK (Problem exists between chair and
keyboard) issue. Usually I can find the problem when I look through it more
carefully. Often its a matter of the Data itself such as an inncorrect CTI or
Location Configuration, or even a botched choice of preferences. The times I
can't pinpoint the issue on my own, someone from Support has been able to shed
some light on it. It may be a Backline issue, or maybe it wasn't, though more
patience going over it could have helped. Sometimes having someone in Frontline
support present it to a Backline Engineer goes a bit smoother. Have you gone to
Customer Care about this? Have you spoken to the Support Manager? Don't know
if any of this helps, but I hope it does. BTW, I use Excel for my CSVs. Oddly
enough its probably the only Microsoft product that hasn't given me a hard time.
Best Regards,
Tom Altamore
----- Original Message -----
From: "Grooms, Frederick W"
Date: Sunday, December 17, 2006 1:18 pm
Subject: Re: Import Tool v6.3 P19 or BMCRemedy's Import "Fix" Debacle
To: [email protected]
> I've never had any version of Import pull in returns from a CSV.
> I've
> always had to convert the Returns to some other character (like
> ~ ) in
> the CSV and use a filter in Remedy to do a REPLACE on them. As
> long as
> the field has double quotes around it, comma's have imported
> with no
> problems.
>
> As for Excel and CSV's: I've never had Excel write a CSV
> correctly. It
> always leaves out the double quotes around the text columns.
>
> Fred
>
> -----Original Message-----
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
> contractor
> Sent: Friday, December 15, 2006 3:40 PM
> To: [email protected]
> Subject: Import Tool v6.3 P19 or BMCRemedy's Import "Fix" Debacle
>
> Hey, Folks:
>
> First, am I only the one who takes issue with this statement?
> "Remedy was never meant to import data from other sources", Tech
> Supportby way of backline engineering.
>
> "...and working as designed. We have fixed something that was broken
> [for almost 15] years.
>
> I have an issue that I have been fighting since May 1, 2006. The
> original issue is fixed however engineering has introduced
> another. I
> mean a HUGE one that they consider to be a fix. I wholeheartedly
> disagree.
>
> TEST A: (Export data from external application. Import into a test
> Remedy form with these steps)
> Export about 25 records from an application with large text
> fields that
> might contain returns or commas.
> For sanity sake, open it in Excel. Verify that you see 25 rows
> of data.
> (You will. Excel comprehends true CSV.)
> Close file without saving.
> Open ANY other version of the import tool BESIDES Import Tool
> 6.3 P19.
> Map fields accordingly to your Remedy form.
> Import.
> Expected Results:
> Check test form. You should see the 25 records imported.
>
>
> TEST B: (Follow the same steps as listed above, with one
> exception. Use
> the 6.3 Patch 19 import tool.
> Undesired Results:
> Your 25 records might turn into 35, 40, 50, etc.
> For the extra records that are created, data will be thrown into
> incorrect fields. The first 25 rows that are listed will not contain
> all of the data.
>
> TEST B according to Remedy Engineering is a FIX and is working as
> designed. I call it an UNUSABLE data disaster.
> That was the bad news. The worse news is that this will be the "fix"
> for all subsequent patches.
>
> If Remedy Engineering really meant what they said, "Remedy was never
> meant to import data from other sources". Then how would new
> customersever expect to migrate their data into a Remedy form.
> Since, I thought
> the statement was the most ludicrous thing I'd ever heard, I
> asked for
> it to be repeated...and it was.
>
> Since this has been going on for so long (it started with the fallback
> mapping issue). I honestly would welcome someone from BMC
> Remedy to
> tell me that there has been a huge miscommunication.
>
> Because if Patch 19 is the "fix" for something that has been working
> properly since the first time I imported data, then the import
> tool has
> now been rendered useless. We will now have to tell potential
> customers, "I'm sorry there is no way for us to migrate your existing
> data".
>
> Stepping down from my soapbox,
> Michelle
>
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