Bulk import error: "Failed to process row. Import aborted."

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4 Comments

  • Jennifer

    We are following the guidelines, however we are getting the following error:

     

    Failed to process row. Import aborted.

    Records before the failed row have been processed. The failed row has this information:

    Jane Doe, , , +17035551212, End-user, , No, No

    We've been notified about this. Please contact our Customer Support team for more information about the error below:

    #Mysql2::Error: Column 'user_id' cannot be null: INSERT INTO `user_identities` (`type`, `user_id`, `value`, `id`, `account_id`, `priority`, `is_verified`, `created_at`, `updated_at`, `undeliverable_count`, `deliverable_state`, `domain`) VALUES ('UserPhoneNumberIdentity', NULL, '+17035551212', 379706955611, 2314181, 1, 1, '2020-07-03 17:15:02', '2020-07-03 17:15:02', 0, 1, NULL)

     

    The headers for the data we are trying to import are:

    name, email, external_id, phone, role, custom_fields.dob, custom_fields.isminor, custom.fields_isrestricted

     

    Also we have imported before without issue, although this time we added three custom fields (dob, isminor, and isrestricted).

     

     

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  • Ben Van Iten
    Zendesk Community Team

    Hi Jennifer,

    I'm sorry to hear that you are running into this! 

    I see the ticket you submitted as well and just took a look at the CSV file. In your account, could you tell me what kind of fields the three custom fields you are adding are? (dropdown, text field, etc)

    I also noticed that you do not have an email address for many of the users you are importing. Generally email is the primary identifier for Zendesk users. Do you have email addresses for those users or just phone numbers?

    Thanks!

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  • Jennifer
    We do not have email for all, but have either email or cell. Should we only import users with an email address? Our hope is that when users call, it will find the match based on their phone and show the name of the user calling. 
     
    The fields are:

    IsMinor - checkbox

    IsRestricted - checkbox

    dob - text
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  • Ben Van Iten
    Zendesk Community Team

    Hi Jennifer,

    I was looking at the ticket you have with Dan and it looks like the import issue has been resolved. My apologies for the confusion, but it looks like this was related to the lack of email address for some of the users. Dan was helping verify that behavior for me when he realized he had this ticket of yours so it all worked out. I'm sorry for the delay but please let us know if you need further assistance.

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