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You can perform the following operations through a bulk import data file:

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1. Navigate to MANAGE> ADMINISTRATION> Tools> Bulk Process Data.
2. Select XLS Template for Bulk Upload of Cloud ITSM Entities and click Download.
3. Open the Excel file template and populate it for the following operations as appropriate:
   
   • Add/Update - to add new users and update existing records.
   • Delete - to remove users from the UI.
4. Add/Update:
   • Select the Organizations worksheet for entering organization data. For each organization you want to add or update, add a row and complete the fields as follows:

     Important! The bulk import function processes the Excel data rows from top to bottom. If you are creating an organization hierarchy, be sure to list the new organizations in a top-down order. That is, parent organizations must be created before their child organizations.

     • Organization Name. (Mandatory) Provide the name of the organization, which is unique within the organization hierarchy. You can use the same name for child organizations that are in different branches of the hierarchy. You can do so by using a double right arrow delimiter (">>") for the Parent Organization hierarchy. Example:
       
       • Organization Name: India; Parent Organization: Serviceaide
       • Organization Name: US; Parent Organization: Serviceaide
       • Organization Name: HR, Parent Organization: Serviceaide>>India
       • Organization Name: HR; Parent Organization: Serviceaide>>US

       Limits:Only the following characters are allowed: Alphanumeric, SPACE, and [_ | - | ' | ,].

     • Parent Organization. If the organization is a child organization, provide the name of the parent organization. The best practice is to provide the complete hierarchy, using the double right arrow delimiter (">>"). However, the Bulk Import process can successfully process any Organization Name / Parent Organization combination that is unique within the tenant.
   • Select the Contact Persons worksheet for entering user data. For each user you want to add or update, add a row and complete the fields as follows:
     • First Name, Last Name. These fields are required.
     • Relationship. The relationship of the user with the organization.
     • Organization Name. The organizations to which the user belongs. This field is Mandatory and the entries must be valid—the named organization must exist in the UI. A user can belong to more than one organization; to enter multiple organizations, use a delimiter between organization names. The delimiter is configurable and the default value is "~~".
     • Client Defined System User ID. The login id of the contact person.
     • License Type. Specify the license type of the user.
       Values: Self-Service: Self-Service User, Fixed: Administrator, Floater: Analyst.
     • Enable Login. To enable or disable the login for the contact person, specify Yes or No respectively.
     • VIP User. Specify Yes to indicate that the user is a VIP user, else specify No.
     • Notification Mechanism. Specify as None, Email, or Pager.
     • Exclude from Service Feedbacks. Specify No to send the customer service satisfaction feedback requests.
     • Other fields. The remaining basic user fields are optional. You can also specify values for the time zone. If you do not specify a time zone, the default for your organization is used. The user profile is set to English by default. 
   • Save and close the Excel file.

     You are now ready to add/update user and organization data to the UI using your prepared Excel file.

5. Delete:
   • Select the Organizations worksheet for entering organization data in a new Excel file.

     Note: You can use a copy of the template or can use an existing data file with your organization data. If you use an existing file, remove all data except for those organizations and users that you want to delete.

   • Add a row and complete the Organization and Parent Organization (if applicable) fields for each organization you want to delete. These fields are the only fields that are required for Organization delete operations.

     Important! The bulk import function processes the Excel data rows from top to bottom. When deleting organizations from an organization hierarchy, be sure to list the organizations in a bottom up order. That is, child organizations must be listed before their parent organizations.

   • Select the Contact Persons worksheet for entering user data in a new Excel file.
   • To delete a user, add a row and do one of the following steps:
     
     • Add Row ID column to the end of the Contact Person worksheet. Specify the id for the user you want to delete.
     • Specify only the Client Defined System User ID of the user you want to delete.
     • Specify the unique First Name and Last Name of the user you want to delete.
     • Specify only the Email Address of the user you want to delete.
   • Save and close the Excel file.
     You are now ready to delete user and organization data from the UI using your prepared Excel file.

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1. Prepare the Excel file for your bulk import operation.
2. Navigate to MANAGE> ADMINISTRATION> Tools> Bulk Process Data.
3. Select XLS Template for Bulk Upload of Cloud ITSM Entities.
4. Update the Contact Persons worksheet with the required information, and save the worksheet.
5. Click Choose File and select the saved Excel data file.
6. Enter the required details.
7. Select Import/Update and click Upload.
8. When the import operation is complete, verify the results:
   
   1. Review the import summary table for the number of Successful and Failed records for each worksheet in your Excel data file.
   2. To see the failed records, click the record under Unprocessed Rows.
9. To verify that the import is successful, check the organization and users.
   Note: To delete users, follow the same process, but select Delete while uploading. The records that are specified in the Excel file are deleted from the database.