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Importing client records by using the Data Loader

When you want to insert or update many client records, you can use the Data Loader to perform a bulk import of client data from a CSV file. When you insert or update client records, the client records are temporarily stored in the Client User Imports object. When the client records are inserted into the Client User Imports object, a trigger is executed. This trigger updates the Contact and User objects with the client records in the Client User Imports object. The new client records are the Portal users who log on to Self Service and use Self Service.

If you are inserting new client records, these client records are created in the Contact and User objects. If you are updating existing client records with new values, these values are updated in the User object only, and not in the Contact object. In the User object, BMC Remedyforce has added the Unique User ID in Source field to track existing client records. BMC Remedyforce checks if the value of this field is present in the User object, and creates a new client record if the value of this field is not present in the User object.

If the imported client records do not have account and profile information, the default account and profile, configured on the User Settings page (Remedyforce Administration > Manage Users > User Settings), are added to the records. If the account or profile information in the imported client records does not match an existing account and profile in the Salesforce organization, these records are not imported and an error occurs. If the account or profile information in the imported client records matches an existing account and profile, the client records are successfully imported.

Note

The Client Import Settings on the User Settings page (Remedyforce Administration > Manage User > User Settings) must be configured before you import client data.

For more information, see https://na11.salesforce.com/help/doc/user_ed.jsp?section=help&target=inserting_updating_or_deleting_data.htm&loc=help&hash=topic-title.

The following figure illustrates the process of importing data by using the Data Loader.

Importing data by using the Data Loader process flow


The Data Loader is available for download at Setup > Data Management > Data Loader. After you install the Data Loader, you must ensure that your source CSV file contains the following mandatory fields:

  • Last Name
  • Email ID
  • Client User Name

Note

Although, First Name is not a mandatory field, BMC recommends that you add the First Name to your source CSV file.

The domain name, configured on the User Settings page (Remedyforce Administration > Manage Users > User Settings), is appended to the Client User Name to form the User Name that a client uses to log on to Self Service. If the client record is imported as an active client, an email is sent to the client's email address. This email contains the temporary password of the client. When the client logs on with the temporary password, the client is directed to a page where the client can change the password. If you use an email address as the Client User Name, BMC Remedyforce takes the user name of the email address and appends the domain name to it.

Additionally, you can add the optional fields (listed in the table above) to the CSV file:

The following table lists the field name, data type, and length of the mandatory and optional fields in the Client User Imports object.

Note

To update other fields available in the User object, in addition to the fields in the Client User Imports object, contact your system administrator.


Fields of the Client User Imports object

Field name

Data type

Length/Value

Mandatory fields

Last Name

Text

40

Email ID

Email

Client User Name

Text

80

Optional fields

Active

Check box

TRUE/FALSE

City

Text

40

CompanyName

Text

80

Country

Text

40

Department

Text

80

Division

Text

80

Employee Number

Text

20

Extension

Phone

Fax

Phone

First Name

Text

40

MobilePhone

Phone

Pager

Text

25

Phone

Phone

PostalCode

Text

20

State

Text

20

Street

Text Area

255

Title

Text

80

To import client data by using the Data Loader

  1. Click Start > Programs > salesforce.com > Apex Data Loader 20.0 > Apex Data Loader 20.
  2. Click Insert.
  3. In Step 1: Salesforce Settings, type your Salesforce.com User Name and Password.
  4. Click Log in.
  5. When the Login completed successfully message appears, click Next.
  6. In Step 2: Select data objects, select the Client User Imports object.
  7. In the Choose CSV file field, click Browse, and navigate to your source CSV file.
  8. Click Next.
    The following confirmation message appears:

    Initialization succeeded.
    Your operation will contain _<number of records being inserted and updated>_records.
  9. Click OK.
  10. In Step 3: Mapping, click Create or Edit a map.
  11. In the Mapping Dialog window, drag the Salesforce fields to the appropriate field from the CSV file to create the required mapping.
    For example, drag the BMCServiceDesk_Last_Name_c Salesforce field to the LAST_NAME_C field in the CSV fie.

    Tip

    BMC recommends that you use the field names of the Client User Imports object as the column titles in your CSV file. Using field names helps you to create the mapping by clicking Auto-Match Fields to Columns.

  12. Click OK.
    The mapping you have created appears in the Current Field Mapping section.
  13. Click Next.
  14. In Step 4: Finish, click Browse, and navigate to the directory where you want to store the success and error log files.
    The Data Loader generates two unique CSV success and error log files for every operation you perform with Data Loader.
  15. Click Finish.
  16. In the confirmation dialog box, click Yes.
  17. (Optional) In the Operation Finished dialog box, click View Successes to view the successful inserts and updates in the CSV Viewer.
  18. (Optional) To view the failures in the CSV Viewer, click View Errors.
  19. Click OK.
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