ServiceDesk Plus


    Importing Requests from XLS file


    ManageEngine ServiceDesk Plus - MSP provides an easy-to-use XLS import option to import bulk requests from your existing application or even from other applications. The total size of the XLS file that you are importing should not exceed 20 MB.


    To import requests from XLS file,

    1. Log in to the ServiceDesk Plus - MSP application using your user name and password.

    2. Click the Request tab in the header pane. This opens the request list view page.

    3. Click Import Requests button to import requests from XLS. This opens the Requests Import Wizard.


    Step 1: Upload XLS file

    1. Click on Choose File button to select the XLS file.

    2. On choosing the XLS file from the File Upload window, click Open. The name of the file appears automatically beside the Choose File button.


    3. Click Next button.

    NOTE: A sample XLS file can be downloaded by clicking on the click here link.


    Step 2: Map fields


    In this step you can map the SDP MSP fields with the corresponding XLS fields to make sure the request values are transferred properly. The field names of the XLS file are populated in the drop down boxes beside the each field label in SDP MSP.


    To map fields,

    1. Select the XLS Sheet No. from the drop down. The total row count of the selected sheet will be displayed beside the Data count field. If the selected sheet contains no rows, then an alert message will be displayed.

    2. Map the application request fields with the field names from (selected sheet) the XLS file. Any additional fields added for the request will also be displayed.


    3. The date and time format available in the Date Fields is alone supported in the XLS file.

    4. Click Next button to go the next page. Click Previous button to go back to Step 1.




    1. There are some system-defined mandatory fields that need to be mapped before import. For example, Subject, Requester Name, Account and Site. Importing request is not possible if these system-defined mandatory fields are not mapped.

    2. The default request template will be applied to the imported requests.

    1. On clicking the Next button, a warning message will be displayed stating to disable Notification Rules and Request Closure Rules before importing request.


    2. Click Proceed button to import request.


    Step 3: Import Status


    This section appears whenever a new field value is available for the mapped field in the XLS file. For example, if a new priority 'Urgent' is available in the XLS file, then the field name 'Priority' with the new value 'Urgent' will be displayed in this section. To get the new values imported, you will have to add the new values under Admin module prior to the import. You can also skip adding the new values by selecting Import without adding the above field values check box. Click Import button. The requests are imported from the XLS file.


    NOTE: Requests cannot be imported unless you add the new values or skip adding the new values.




    Import Summary


    On completion of the import, the total records on the selected sheet, the number of records imported and the number of records failed to import are displayed under this section. A list of failed records and the reason for failure are represented in the form of a link. You can click the ‘Failed XLS File’ to view the list of failed requests. To view the reasons for import failure, click ‘Failed Records’ link.


    The possible reasons for request import failure are as follows:


    • The mandatory fields such as Subject and Contact Name could be empty in the XLS file.

    • Closed/Resolved request date could be earlier than the Request Created date.


    Click Finish button to view the imported requests in the Request List view.









    If there are any failure records while importing the requests from XLS, do not re-import the same XLS file. Instead, download the failedRequestsList.xls by clicking on the Failed XLS File link available in the Import Summary page, correct the errors and then import to avoid duplicate requests.






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