The following worksheets and data templates are available:

Organization Worksheet

The Organization worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to create organization records. You can also create the organization hierarchy by providing the relevant relationship in this template.

Provide the following required information:

Organization Name: The field specifies the name of an organization.
Note: You can relate users, configuration items, and support groups to an organization. To relate an organization to another record, specify the name in the Organization column on the Contact Persons and Configuration Items worksheets.
Parent Organization: The field specifies the name of the Parent Organization. You can define the organization hierarchy by specifying the parent organization.
Note: When the organization is the top-level organization, then specify the Tenant Organization as the parent organization.
The other columns in the organization worksheet are optional. You can use these columns to update the other attributes on the organization record.

Support Groups Worksheet

The Support Groups worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to manage support group records. You can relate the support group to one or more organizations by providing the relevant relationship in this template. The following fields are required fields.

Group Name: The field specifies a unique name for identifying the support group.
Note: You cannot use duplicate names for a support group.
Description: The field provides a brief description about the support group.
Refresh (min): The field specifies a time period (in minutes). The application interface refreshes automatically at the interval that you specify here.
Permission Group: When you specify Yes, the support group can be used for permissions. When you specify No, the support group cannot be used for permissions.
Note: The support group does not display in the permissions editor when you specify No. Also, you cannot assign permissions to this support group.
Notification Group: When you specify Yes, the support group can get notifications from the application. When you specify No, the support group becomes unavailable for Send to, Cc, Bcc while sending the notifications.
Assignment Group: When you specify Yes, the support group can be used assignment actions. When you specify No, the support group cannot be used for assignment actions.
Note: The support group is not displayed in the Assign To lookup for assignment actions when you specify No.
SLA Escalation Group: When you specify Yes, the support group can be used for the SLA Escalation action. When you specify No, the support group cannot be used for the SLA Escalation action.
Approval Group: When you specify Yes, the support group can be used for approvals. When you specify No, the support group cannot be used for approvals.
Note: Specify Yes for at least one of the following groups: Permissions Group, Notifications Group, Assignment Group, SLA Escalation Group, or Approval Group. The other columns in the template are not required fields. However, take note of the following information before preparing the data in the Support Groups worksheet. The Support Group names must be unique. Three system defined support groups are configured in the application when the application is installed.
- Administration
- Public
- Self-Service

The application also has some support groups that are part of out-of-the-box workflow configurations. You can review these support groups before importing support groups.

You can set one support group as the next escalation group for another support group. To set this relation, the support group record must exist in the application. Specify the name of the support group that you mark as the next escalation group first.

Contact Persons Worksheet

The Contact Persons worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to manage user records. You can relate a user to their organization by providing the relevant relationship in this template. The following fields are required fields.

First Name: The field specifies the first name of the user.
Last Name: The field specifies the last name of the user.
Relationship: The field specifies the relationship of the user with the organization. The values depend upon the relationships that you have defined within your organization.
Organization Name: The field specifies an organization name. You can relate the user to more than one organization.
Note: The organization name that you specify here must match exactly with organization records in the application.
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.

Phone Number Format

Phone number is an optional field on the Contact Persons worksheet. If you want to add phone numbers to the worksheet, add numerics such as 1234 5678.

To add Country Code, Area Code, Phone Number such as +1 234 567 8910:

Convert the format of the cell in the worksheet from General/Number to Text.

Supported Timezone Formats

For the bulk import process, you can specify the time zone values for the user profile information. The accepted values for this column on the bulk process template are as follows:

(GMT -11:00) Pacific/Midway
(GMT -10:00) America/Adak
(GMT -10:00) Pacific/Honolulu
(GMT -10:00) Pacific/Tahiti
(GMT -09:30) Pacific/Marquesas
(GMT -09:00) America/Anchorage
(GMT -09:00) Pacific/Gambier
(GMT -09:00) US/Alaska
(GMT -08:00) America/Los_Angeles
(GMT -08:00) Pacific/Pitcairn
(GMT -08:00) US/Pacific
(GMT -07:00) America/Denver
(GMT -07:00) US/Arizona
(GMT -07:00) US/Mountain
(GMT -06:00) America/Chicago
(GMT -06:00) America/Guatemala
(GMT -06:00) Pacific/Easter
(GMT -06:00) US/Central
(GMT -05:00) America/Bogota
(GMT -05:00) America/New_York
(GMT -05:00) US/Eastern
(GMT -04:30) America/Caracas
(GMT -04:00) America/Puerto_Rico
(GMT -04:00) America/Santiago
(GMT -04:00) Canada/Atlantic
(GMT -03:30) America/St_Johns
(GMT -03:00) America/Godthab
(GMT -03:00) America/Montevideo
(GMT -03:00) America/Sao_Paulo
(GMT -02:00) America/Noronha
(GMT -01:00) Atlantic/Azores
(GMT -01:00) Atlantic/Cape_Verde
(GMT +00:00) Africa/Casablanca
(GMT +00:00) Europe/Lisbon
(GMT +00:00) Europe/London
(GMT +00:00) GMT
(GMT +00:00) UTC
(GMT +01:00) Africa/Algiers
(GMT +01:00) Africa/Windhoek
(GMT +01:00) Europe/Amsterdam
(GMT +01:00) Europe/Paris
(GMT +02:00) Africa/Harare
(GMT +02:00) Asia/Jerusalem
(GMT +02:00) Europe/Athens
(GMT +02:00) Europe/Istanbul
(GMT +03:00) Africa/Nairobi
(GMT +03:00) Asia/Baghdad
(GMT +03:00) Europe/Moscow
(GMT +03:30) Asia/Tehran
(GMT +04:00) Asia/Baku
(GMT +04:00) Asia/Dubai
(GMT +04:30) Asia/Kabul
(GMT +05:00) Asia/Karachi
(GMT +05:00) Asia/Yekaterinburg
(GMT +05:30) Asia/Calcutta
(GMT +05:30) Asia/Colombo
(GMT +05:45) Asia/Katmandu
(GMT +06:00) Asia/Almaty
(GMT +06:00) Asia/Dhaka
(GMT +06:30) Asia/Rangoon
(GMT +07:00) Asia/Bangkok
(GMT +07:00) Asia/Krasnoyarsk
(GMT +07:00) Asia/Saigon
(GMT +08:00) Asia/Irkutsk
(GMT +08:00) Asia/Shanghai
(GMT +08:00) Australia/Perth
(GMT +09:00) Asia/Seoul
(GMT +09:00) Asia/Tokyo
(GMT +09:00) Asia/Yakutsk
(GMT +09:30) Australia/Adelaide
(GMT +09:30) Australia/Darwin
(GMT +10:00) Asia/Vladivostok
(GMT +10:00) Australia/Brisbane
(GMT +10:00) Australia/Sydney
(GMT +10:30) Australia/Lord_Howe
(GMT +10:00) Asia/Magadan
(GMT +11:00) Pacific/Guadalcanal
(GMT +11:30) Pacific/Norfolk
(GMT +12:00) Pacific/Auckland
(GMT +12:00) Pacific/Fiji
(GMT +12:45) Pacific/Chatham
(GMT +13:00) Pacific/Enderbury
(GMT +14:00) Pacific/Kiritimati

Roles Worksheet

The Roles worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to manage Roles. The Roles worksheet has only one column. The application has some roles that are configured as part of the out-of-the-box workflow configurations. You can review the roles before importing new roles.

Role Name: The field specifies a unique name for the role.

Categorizations Worksheet

The Categorizations worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to manage categorization records. You can relate the categorization record to one or more ticket types and configuration items. The following fields are required fields.

Related to Form: The field specifies the form names for relating the categorization to one or more forms. You can specify Service Request, Change Request, Incident, Problem, or Configuration Item.
Note: You can include more than one form name. Use a comma (,) to separate the values.
Class: The field specifies the class for the categorization record.

The other columns in the worksheet are not required. You can use the Category, Type, and Item columns to create the four level categorization.

Configuration Items Worksheet

The Configuration Items worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to manage configuration items. You can relate the configuration item to an organization using this template. The following fields are required.

Item Name: The field specifies a unique name for the configuration item.
Status: The field specifies a status for the configuration item. You can specify one of these options.
- Active
- Backup
- Configured
- Deprovisioned
- Historic
- In Use
- Installed
- New
- Ordered
- Production
- Received
- Redundant
Class: The field specifies a class for categorizing the configuration item.
Note: Create the categorization record before creating the configuration item.
You can specify Category, Type, and Item in the subsequent columns. However, these columns are optional.
Organization: The field specifies an organization name. You can specify either a top-level organization, a site below an organization or a location below a site.
The other columns on this worksheet are not required. You can also relate a user to the configuration item by specifying the user name in Owner First Name and the Owner Last Name columns.

CI Related Contacts Worksheet

The CI Related Contacts worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. Use this worksheet to relate users to a configuration item, and specify relationship type between the CI and the user. The following fields are required.

CI Name: The field specifies the name that is used for uniquely identifying the configuration item (CI).
CI Identifier: The field specifies the name that is used for uniquely identifying the configuration item (CI).
Relationship Type: The field specifies the relationship type between the CI and the user. You can specify any one of the following values.
- User
- Change Approver
- Change Reviewer
- Support Provider
Client Defined System User ID: The field specifies the login ID of the user for relating the CI to a user. The system defined user ID is the user email ID.
Note: The First Name and Last Name are ignored if this field is specified.
First Name: The field specifies the first name of the contact.
Last Name: The field specifies the last name of the contact.
Note: To relate this CI to a Support Group, leave the Client Defined System User ID, First Name, and the Last Name columns blank.
Support Group: The field specifies the support group name for relating the CI to a support group.
Note: To relate the CI to a user, leave this column blank.

Language Catalog Worksheet

The Language Catalog worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. To relate the manage translations to any custom defined, you can use the catalog worksheet. All the columns on the worksheet are required.

Locale Key: The field specifies the language key for relating the translated text to the relevant language. You can specify any one of the following values.
de_DE (German)
en_US (English -United States)
es_ES (Spanish)
fi_FI (Finnish)
fr_FR (French)
it_IT (Italian)
ja_JP (Japanese)
pt_BR (Brazilian Portuguese)
ru_RU (Russian)
sv_SE (Swedish)
zh_CN (Simplified Chinese)
English Text: The field specifies the English text that the translated text applies to.
Translated Text: The field specifies the translated text in the selected language.

Asset Worksheet

The Asset worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to create asset records. You can also update the details of one or more assets using the template. The following fields are required:

NAME: This field specifies the name of the Asset.

MODEL NAME: The field specifies the name of the Asset Model. For example, Dell Latitude E6430.

Model Worksheet

The Model worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to create model records. You can also update the details of one or more models using the template. The following fields are required:

Model Name: The field specifies the name of the Model. For example, Dell Latitude E6430.

IP Ranges Worksheet

The IP Ranges worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. The native discovery uses IP ranges to discover asset. You can use this template to upload IP ranges for discovering assets. Once the IP ranges are uploaded in the asset repository, you view them under Discovery Range section on the Asset Discovery Configurations page. The following fields are required:

Start IP Range
End IP Range

Softwares Worksheet

The Softwares worksheet is a part of the XLS Template for Bulk Upload of Intelligent Service Management Entities. You can use this worksheet to import installed softwares for assets. The following field is required:

Name

Template for Bulk Upload for Custom HierarchicalTree

You can use this data template to manage information through the custom Hierarchical Tree. The Template for Bulk Upload for Custom HierarchicalTree has the following columns:

HT_ATTR_NAME: The field specifies a unique name for the item.
Level1, Level2, Level3, Level4, Level5: The fields specify the values for the item. The values correspond to the possible values for the Hierarchical Tree attribute.
Note:
- HT_ATTR_NAME and LEVEL 1 are required columns.
- To update values to the existing hierarchy custom attributes in the bulk upload sheet, insert a column ID at the beginning and populate the row_id from the table IC_HIERARCHICAL_TREE_DATA of the hierarchical data that you update.

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