Issue with adding organization when importing contacts

[mojahidm]

Hi,

We're trying to import our contacts into ITSM. We've done a test trial and can successfully import the logon_id; firstname; lastname; email_1 and country. However, when we try to import the organization, it fails. Nothing is written as shown below:

Screenshot 1

Screenshot 2

The first screenshot is of the csv file that we used. We expected to see 'PIKI' in the second screenshot under the 'Organisation' field. We have tried using Organisation as the header, as well as trying organization_id, ensuring to amend the conf.json file when we tested.

Below is the current setup of the conf.json file

 (Inserted as Screenshot as it takes less space then text)

Any help would be greatly appreciated and please let me know if there is any other information that is required.

Many thanks,

Mojahid

 

[Martyn Houghton]

@mojahidm

If you change the value you pass in the 'Company' field to the Organization_ID value, does it then link to the contact to the correct Organisation record?

Cheers

Martyn

[mojahidm]

Hi @Martyn Houghton

We tried organisation_id. We changed company to organisation_id in the csv file and then in the conf file and changed the value to 14. We also tried with organization_id, but it unfortunately doesn't populate the organisation field in Hornbill.

kind regards,
Mojahid

[Martyn Houghton]

@mojahidm

Can you do a database direct query of the example contact record and post a screenshot of the values.

SELECT h_pk_id,h_lastname,h_organization_id,h_company FROM h_sys_contact

Cheers

Martyn

 

[mojahidm]

Hi @Martyn Houghton

From what I can make of it, it looks like h_company is not the Organisation field

I guess we're looking to find out what the organisation field is supposed to be..?

kind regards,

Mojahid

[Martyn Houghton]

@mojahidm

Okay Test 6 seems to be the most correct, but I suspect that the bit that is missing is the records in h_sys_org_contacts. Do you have a record in h_sys_org_contacts where the h_organization_id=14 and the  h_contact_id=41?

I thinking that the Organisation field in the contact display is calculated based on the relationship and not the actual value of h_company in the contact table.

Cheers

Martyn

[mojahidm]

Hi @Martyn Houghton

I checked and there isn't...

I checked against my customer id (Which was manually entered in and does have the organisation field showing) and can see that there is a Organization ID and Contact ID for myself... I think that is it, but how would we get the relationship set up? Is it something that can be done using the contact import method that we're using?

kind regards,

Mojahid

[Martyn Houghton]

@Bob Dickinson, @Victor

Are you able to shed any light on how the linkage of imported contacts is made to the parent organisation?

I am wondering if the loader needs to be updated to include the additional step or newer API call to set up the relationship tables?

Cheers

Martyn

[Guest]

Hi @mojahidm and @Martyn Houghton

My apologies for the delayed response in getting back to you both. 

Martyn you are correct - there has been a missing association to the h_sys_org_contacts in the contact import utility, and this is why the Organisation was not show on the contacts list.

I believe that this has now been resolved in the latest version of the contact utility (1.0.1) which can be downloaded here

Please could you give this one a try and see if this correctly associates the company as expected?

Kind Regards

Bob

[mojahidm]

Hi @Bob Dickinson and @Martyn Houghton
Thank you both for all your help!
I tried the new contact import utility and it worked fantastically

Kind regards,

Mojahid

 

[mojahidm]

Hi @Bob Dickinson and @Martyn Houghton

Just a follow up question to this; we've managed to get some test customers imported into the system, but we realised that we also needed to bulk import password, LoginID and associate to the correct portal access. Is there anyway of doing this using the contact utility or is there another tool that can be used....

kind regards,

Mojahid

 

[Martyn Houghton]

@mojahidm

At the moment I do not think you can do this via a user accessible tool/process. I know this step had to be done by Hornbill for us in the initial Switch On Service but is something we will need the ability to do ourselves as well, as we merge in other Service Desks.

Cheers

Martyn

 

[mojahidm]

Thanks for the answer @Martyn Houghton

Saves me trying all sorts of things trying to get it working 

Mojahid

[HHH]

On 11/28/2017 at 6:15 PM, Martyn Houghton said:

@mojahidm

At the moment I do not think you can do this via a user accessible tool/process. I know this step had to be done by Hornbill for us in the initial Switch On Service but is something we will need the ability to do ourselves as well, as we merge in other Service Desks.

Cheers

Martyn

 

@Hornbill Staff

Are there any plans to allow portal access and passwords to be done in bulk? We have over 1500 external customers in the pipline and the way it's done now will be a massive workload.