Importing and exporting values for ticket fields

Fastpath: Admin Center > Objects and rules > Tickets > Fields

When you add a new drop-down or multi-select ticket field, you may have a large number of field values to include. For example, a new field that lets agents choose a software version or product type might include hundreds of choices.

Rather than add field values manually one at a time, you can add many field values in a bulk import. You can also export ticket fields and values to archive or use in other applications.

This article contains the following sections:

• Creating the CSV field value file
• Importing the CSV field value file
• Exporting ticket fields and values

Related articles:

• About ticket fields

Creating the CSV field value file

Before you import, create a CSV (comma separated values) file that contains the ticket field values you want to add to a new ticked field. You can download a template CSV file and use it as a model for adding your own field values. See example below.

The following table lists the fields to include in the file. The first row of the CSV file is the header row, and you must include it in the file.

Field	Description
value	Value that appears in the drop-down or multi-select field.
tag	Tag associated with the field value. The tag is used as a ticket property that can be used in triggers and other business rules.
default	(Drop-down and multi-select fields only) Identifies the default value for the drop-down or multi-select field. Use true to identify the default value. Use false for all other values.

You must include the default and value elements in your import file. The tag value is optional, but recommended.

When you create a list of field values to import, you'll probably generate this list of values from some other ticket or product management system. Most of these systems have some facility for creating a CSV export file. If you need to create the list from scratch you can use a program like Microsoft Excel or Google Sheets.

The file must be properly formatted CSV and saved using UTF-8 character encoding. The import CSV data file must contain no more than 3,500 rows of data (one row for the header and the rest for the field values).

Importing the CSV field value file

After you create the CSV file, you can import these values into a new drop-down or multi-select ticket field. It isn't possible to upload a CSV file to existing drop-down and multi-select fields.

To import the CSV field values

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
2. Click Add Field and then select Drop-down or Multi-select.
3. In Field values, click Upload CSV.

   

4. Click Choose a file and open the CSV file you want to import, then click Upload. Alternatively, you can drag and drop the file you want to import.
5. When you successfully upload the CSV file, Field values are updated to include the new data.

   

6. Finish adding information about your new field, then Save your changes.

Exporting ticket fields and values

As your list of ticket fields and field values expand, you may find it useful to export ticket fields and values to a CSV file. For example, you may want to use the CSV file as a checklist to verify that the latest product types or software versions are available for your tickets.

To export a list of values for an existing ticket field

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
2. Select a Drop-down or Multi-select field.
3. In Field values for the ticket, click Download CSV to export a list of values in CSV format.

   

   See example below.

   

To export a list of ticket fields

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Fields.
2. (Optional) Filter or sort the list, or change which columns are displayed.

   These changes are reflected in the exported CSV file.

3. Click Actions and select Download CSV to export a list of ticket fields in CSV format.

   

   By default, the exported file includes the following information for each ticket field: Display name, Type, Field ID, Date modified, and Tags. For example:

   

   The file is ready to open in spreadsheet applications, like Microsoft Excel or Google Sheets, for further processing.