# InBox DataImporter

Versão 6.1.4

Creation date 25/11/2019

# Resources

The module creates a register of templates for importing data and re.

# Prerequisites

# Framework

The following versions of the OTRS Framework are supported:

• [6.0.x]

# Módulos

The following modules are required:

• InBox Core 6.22.7 or higher

# Operational system

The following operating systems are required:

• [None]

# Third Party Software

The following third-party software is required:

• [None]

# Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ DataImporter-6.0.0.opm

# Settings

This module can be configured via "System Configuration" in the administrative interface. The following configuration options are available:

# DataImporter::Core::DynamicFieldsTicket

Determines the dynamic fields (of the type Called, mandatorily) to be displayed in the list of fields available for the import model.

# DataImporter::Core::DynamicFieldsArticle

Determines the dynamic fields (of the Article type, mandatorily) to be displayed in the list of available fields for the import model.

# Use

# Importing tickets or articles

Important: The module only allows the import of 500 lines at a time.

From the Calls menu, access the Data Importer menu

The following screen will appear:

Click the add model button:

Define a name for the model, choose the object type 'Called' or 'Article' and choose the fields to be informed for creation:

Save the settings and download the template:

Fill in the template, not forgetting the mandatory fields and start the import:

# Parameterization

# Tickets

Available fields:

• Type
  • Found in the menu Administration->Types

  -  Example: 'New'  

• Service
  • Found in the menu Administration->Services

    -  Example: 'Install'                        

• SLA
  • Found in the Administration->Service Level Agreements
    • Example: 'SLA Normal'
• TicketNumber
  • Number of the call coming from the previous system (if not informed, a number is automatically generated)

Required fields:

• Lock
  • Defines whether the Ticket will be created blocked or unlocked
    • Possible values: 'lock' ou 'unlock'
• Title
  • Defines the title of the ticket
• CustomerUser
  • Defines the client user who opened the ticket. Found in the Administration-> Client users menu (the user parameter must be informed)

• Example: 'mbernardo'

• CustomerID

  • Defines the customer who opened the ticket. Found in the Administration-> Clients menu (the client id parameter must be informed)

  - Example: 'serviceup'

• Priority
  • Defines the priority of the ticket. Found in the Administration-> Priorities menu (the priority name parameter must be informed)

-  Example: '3 normal'

• State
  • Defines the status of the ticket when it is opened. Found in the Administration-> States menu (the state name parameter must be informed)

  - Example: 'new'

• Queue
  • Defines the ticket queue when it is opened. Found in the Administration-> Queues menu (the queue name parameter must be informed)

  - Example: 'Raw'

• Owner
  • Defines the ticket owner, the attendant who opened the ticket. Found in the Administration-> Attendants menu (the user parameter must be informed)
  • Example: 'mbernardo'

# Artigos

Available fields:

• Body

  • Defines the body of the article

• SenderType

  • Defines the type of item sent
    • Available values: agent, customer, system
      • ( standard value: agent)

• From

  • Defines who sent the article. Here, the email of the sender must be informed.

• To

  • Defines who the file was sent to. Here, the email to whom it was sent must be informed, and it can be more than one email separated by a comma (,)

• MimeType

• Defines the type of text entered in the body of the article

  • For HTML, use text / html
  • For free texts use text / plain (default value)