There are two Reported Date fields on HPD:Help Desk. One is on the Date/System tab (a d/o field) -- 1000000719 z1D Reported Date
The "real" db field is actually on the Classification tab -- 1000000560 Reported Date. -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Carey Matthew Black <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" <[email protected]> 08/16/2008 04:53 PM Please respond to [email protected] To [email protected] cc Subject Re: Null Reported Date ARS7 M.B. Sorry for the incomplete answer. I hit the send button to soon. :( Yes you need to cross map the value for the field that you want to set to the field (in the file) that you want it to be set to. So after you "Add All" You need to set 'reported date' = $3$ (or whaterver field ID/field name you are going to use to backfill the data with) before you do the import. BTW: If you look at the 4th line of an ARX file you will see a line like this... " FLD-ID 4 1 3 " This is a space separated list of field ID's that were exported in the arx file. In the example above fields: 4 , 1, and 3 were exported. I would bet that your ARX file does not have a "1" as a field ID in the file. Also .. I just looked on our ITSM v7 HPD:Helpdesk form and the field 1 name is 'Entry ID' and it has a prefix of "INC". ( The 'Incident ID' field is actually field ID 1000000161 and has a Field DB name of "Incident Number". This field can not be used to update a record via the import tool. Unless they finally fixed the idea of doing the matching on other columns than field 1 when I was not looking. :) ) Submit Date = field ID 3 Which is why you were getting the errors you were getting. Without a Field 1 value the Import tool assumes that your trying to create a new record (like a Submit operation) instead of trying to update an existing record ( like a Modify) operation. ( Keep in mind the filters that are triggered are neither Submit, nor Modify. Only Merge filters are triggered directly by the Import tool. Workflow can the trigger Submit/Modify filters as a result of Push actions, and even Get Entry filters too (SetField) but those are other topics for other days. So I hope that does not confuse the issue any.) But there is a twist I was not expecting.... Reported Date = field ID 1000000719, but it is a display only field ( What the [EMAIL PROTECTED]@[EMAIL PROTECTED]@[EMAIL PROTECTED] ) So that means that MAYBE if you import the data into that field there will be workflow on Merge that puts it where it needs to go to actually keep the value. The general approrach of using the import tool to backfill the data should work if you can figure out where it needs to be kept. Maybe the display only field already has workflow no merge that will work. I think it is worth a shot at least. I doubt it can hurt anything. (If you do your field map correctly.) If the Merge to the display only field fails to get you what your after then you may need to turn on Filter tracing, do a Submit or a Modify of a record where you manually set 'Reported Date' to a value to be able to find where the value is kept in the application. (Sorry for the confusion, but apparently the field you are likely seeing on the form is not actually where that data is stored. GRRR.) HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. P.S. Your first initial would not happen to be a "C" would it? :) On Fri, Aug 15, 2008 at 5:12 PM, MCrawford <[EMAIL PROTECTED]> wrote: > Can you clarify step one? I am exporting the following from > HPD:Helpdesk to an ARX file. > > 1 Incident ID > 2 Reported Date > 3 Submit Date > > I open the import tool, and load the form and data. I click 'Add > all'. From here I would think I would have to change the mappings so > that Reported Date = Submit Date, but following your steps I just > change the preference settings to update records and click the start > import button. It gives me the following errors: > > AR System Import Tool Fri Aug 15 17:05:59 2008 > > > > **** Did not find any matching fields to add as new mappings (ARWARN > 4013) > > **** Import of d:\documents and settings\matthew.crawford\desktop > \report.arx started. (ARNOTE 4001) > > **** Record 1 : The value(s) for this entry violate a unique index > that has been defined for this form -- HPD:Help Desk > entry:INC000000042965 fields: 1000000161 1000000079 1000000018 > 1000000019 1000000080 4 1000000427 1000000063 1000000064 1000000065 > 200000003 200000004 200000005 240001002 1000000869 1000000875 179 7 > 301735100 301734000 (ARERR 382) > > **** DATA "INC000000045876" "" 1218122557 > > > > On Aug 15, 2:13 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote: >> M.B. >> >> I am sure there is a way to fix these records. And I would guess that >> one way would be to do something like this: >> >> 1) Export three columns of data from the effected records to an ARX or CSV file. >> Field 1 (maybe called 'Request ID', 'Entry ID', 'Call ID' or some >> other name) >> 'reported date' >> Field 3 (maybe called 'Create Date', 'Create-date', or some other name) >> >> * Note if you do not want to set 'reported date' = 'Create Date' then >> pick any other field you want from the existing record and export that >> data instead of Field 3. >> >> 2) Use the Import tool to *update* the existing records. >> Select the form, select the file that you exported above, and "Map all" >> * Note: Configuring the Import tool to update existing records is >> found in File(menu) --> Preferences (menu item) --> Duplicate Request >> ID (tab) menu of the import tool. >> >> Barring any strange Merge filters on the form then that simple process >> should work. >> >> -- >> Carey Matthew Black >> Remedy Skilled Professional (RSP) >> ARS = Action Request System(Remedy) >> >> Love, then teach >> Solution = People + Process + Tools >> Fast, Accurate, Cheap.... Pick two. >> >> >> >> On Fri, Aug 15, 2008 at 1:16 PM, MCrawford <[EMAIL PROTECTED]> wrote: >> > Greetings, >> >> > About 100 tickets have been created with blank/null reported dates. >> > This is causing issues with reporting. Most of the tickets were >> > associated with a single user. I have removed and re-created his >> > account, and the error appears to be resolved. However, I need to >> > know if there is a way to fix the erroneous tickets? >> >> > Thanks, >> >> > M.B. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. 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