Importing Tickets

The ticket import tool allows you to migrate tickets from legacy systems or create multiple tickets at once by uploading a spreadsheet. The import process is file-based and uses a downloadable template to ensure data is properly formatted.

Important notes about ticket imports:

  • Automation rules will not run for imported tickets
  • No notifications will be sent to requestors, responsible resources, or reviewers
  • Maximum of 10,000 rows per import
  • The logged-in user becomes the creator of all imported tickets

 

In this article, we'll cover:

Downloading the Import Template

Download a fresh template before each import to ensure picklist fields contain the most current values.

To get the Excel template:

  1. In the Work Management toolbar, click View Applications.
  2. Click the desired Ticketing Application tile.
  3. In the application toolbar, click the gear icon.
  4. Select Ticket Import.
  5. In the Ticket Import panel, scroll to the Download the Import Template section and click the Download Import Template ​​​​​​button.
  6. Add a row to the spreadsheet for each ticket.

The most recent multiselect options will be included in multiselect fields such as Requestor, Acct/Dept, Classification, etc.

Preparing Your Spreadsheet

Add one row for each ticket you want to import. For multiselect attributes, the most recent selections will be included.

Required Fields

Every ticket must include:

  • Title
  • Requestor
  • Acct/Dept
  • Ticket Type

Optional Fields

You can also include:

  • Classification (defaults to application default if not provided)
  • Service           
  • Task Template
  • Impact
  • Urgency         
  • Priority (defaults to application default if not provided)
  • Description     
  • Source
  • Asset/CI         
  • Start Date       
  • Due Date        
  • Status (defaults to application default if not provided)
  • Responsible User       
  • Responsible Group    
  • Location         
  • Estimated Hours
  • Time Budget  
  • Expenses Budget
  • Custom Attributes – Add columns using the attribute's exact name as the column header

Importing Your Tickets

To upload and process your spreadsheet:

  1. In the Work Management toolbar, click View Applications.
  2. Click the desired Ticketing Application tile.
  3. In the application toolbar, click the gear icon.
  4. Select Ticket Import.
  5. In the Import Tickets Step 1 page, scroll to the Upload an XLSX file section.
  6. Click Browse and select your populated Excel file.
  7. Click the Next button.
  8. In Step 2, select the worksheet containing your data. If the worksheet has more than 10,000 rows, you will not be able to proceed.
  9. Click Next.
  10. In Step 3, validate and map the source columns to TeamDynamix fields.
  11. Click Next to run validation. If there are any issues with your spreadsheet, you must address them and upload it again to proceed. Problems will be enumerated to make it easy to fix.
  12. In Step 4, preview the import results.
  13. If everything looks correct, click Import.
  14. Step 5 provides a summary of the import. You can download an XLSX report for a detailed record of results and configuration.

Best Practices

Split large imports into smaller batches. If you have more than 10,000 tickets or if the import takes a long time to process, divide your data into multiple spreadsheet files. This approach:

  • Makes it easier to identify and fix errors
  • Increases the likelihood of successful completion
  • Provides better control over the import process

Review your data carefully before importing. The validation process will catch formatting errors, but it won't identify issues with content accuracy or missing information that isn't required.

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