This documentation supports the 22.1 version of BMC Service Request Management.

To view an earlier version, select the version from the Product version menu.

Importing data from the Import Export Console

The import process uses data from the .zip file that is created by an export operation from the Import Export Console, and consists of the following steps:

  1. Stage data—This step loads data into the staging forms from your source .zip file. Staging the data prepares it for import, and allows the system to monitor the progress of the import operation. If needed, you can back out from this part of the import operation by deleting the staged data. For more information, see Staging forms and their corresponding destination forms.
  2. Validate data—(Optional) This step verifies the staged data and tests for potential conflicts, according to the import options that you specify. 
    For example, if you select the option to Import new definitions only (if existing definitions found, cancel import), the validation step checks to see if there are duplicate entries on the server. And if this is the case, an error is reported and the data cannot be promoted.
  3. Promote data—This step moves the data to their respective destination forms on the server. This step validates the data again according to the import options that you specify, and if there are no errors found, the data is promoted.

If you are importing only supporting data, only the following options are available:

  • Merge data
  • Import new definitions only (if existing definitions found, cancel import)
  • Import new definitions only (skip duplicates)

Merge data

When you select this option, the following changes take place during the import process:

  • Objects that exist on the server are updated.
  • Objects that do not exist on the server are created.
  • Child objects not included in the .arx file are deleted on the server.
  • The status of the related target SRD automatically changes to Draft. You must manually change the status of the target SRD after the import process is complete.

Important

When you delete an object from BMC Service Request Management, note that the Parent objects are not deleted. Only child objects that are directly related to one parent are deleted. Therefore, SRDs, PDTs, AOTs, and application templates are not deleted. Only their relationships are deleted.

For example, if you delete a question from an SRD before performing an export, the question is deleted from the corresponding SRD on the target server. However, if you delete an SRD, PDT, or AOT from the source server, that same object is preserved on the target server.

If you select the Merge data option, and your .arx file contains updates to SRDs, you must also select one of the following options:

  • Update service requests in the cart and change the status to Waiting Approval
  • Do not update service requests

These options are available because changes to SRD questions during import might affect service requests that are in the cart or that have the status of Waiting Approval. You can choose to update the service requests, or you can leave them unchanged even if the SRD questions have been updated.

Your choice does not affect service requests that are in Draft status. When you attempt to complete Draft requests, the latest questions are displayed. 

If you select Update service requests, the following changes take place after the import is completed:

  • Requests in the cart:
    • The cart is marked as Not Ready.
    • A notification is sent to the submitter, asking them to review the service request again.
  • Requests with Waiting Approval status:
    • Approvals are canceled.
    • The service request status changes to Draft.
    • The Needs Attention flag is set.
    • Notifications are sent to the submitter and the assigned approver.

If you use the Merge data import option, SRD ID number generator issues can occur, as explained in Troubleshooting SRD ID number generator conflicts on the production server.

Import new definitions only (if existing definitions found, cancel import)

If the import operation finds existing definitions, an error is reported and the data cannot be promoted.

Import new definitions only (skip duplicates)

If the import operation finds existing definitions, the import operation continues but skips any duplicates. For example, if you are importing an SRD that is already existing, the SRD is not imported and none of the objects such as questions, are updated. If the SRD does not exist on the target system, the SRD is imported.

Import all definitions as new (rename all by adding a prefix to name)

If duplicates are found, the import operation renames definitions by adding a prefix or version number to the object names. The prefix you specify is limited to 19 characters. Imported objects can include an optional version level, as you manage the development, test, and production life cycles. For example, you might specify 00.80 for Beta, or 01.00 for first rollout to customers.

The Import all definitions as new import option is not supported for SRDs that reference application templates such as work order templates, incident templates, or change templates.

Apply the imported definitions to a different company

If you select this option, the Company field appears, listing all companies available on the import system.

If you are importing SRDs and supporting data together to a new company, note the following details and exceptions:

  • Categories — Matching categories are created for the new company if they do not exist. If they exist, SRDs are tied to them and point to the existing categories.
  • Surveys — Matching surveys are created for the new company if they do not exist. If they exist, SRDs are tied to them and point to the existing surveys.
  • Entitlement Rules — Entitlement rules are not copied to the new company.
  • Field values in the SRD — After the import process, values for the original company are retained for the following information. However, you can manually update these values in the Service Request tab in the SRD.
    • Request Catalog Manager
    • Service Request Coordinator
  • Permission Groups— Permission Groups (along with their corresponding People) are not copied to the new company. 

    For access permissions groups that are included in an entitlement definition, a warning is issued if a matching permission group for the new company is found. The warning states: The import process has encountered a warning. The entitlement group has been skipped, since the definitions are being applied to the new company. The import process has found the entitlement group that matches the new company and updated the related People Entitlement Definitions.

  • Packages — Matching packages are created for the new company if they do not exist. If they exist, SRDs are tied to them and point to the existing packages.
  • SRD Level — Matching SRD levels are created for the new company if they do not exist. If they exist, SRDs are tied to them and point to the existing SRD levels.
  • Templates — Matching templates are created for the new company if they do not exist. If they exist, SRDs are tied to them and point to the existing templates.

Before you begin

To import data

  1. Log in with Request Catalog Manager and Action Request System Administrator permissions.

  2. Open the Import Export Console.

  3. From the left navigation pane, click Import.
  4. In the Attach the zip file to be imported section of the Import Command area, click Add and select the .zip file.
  5. Click Stage Data.
  6. In the Import Data Options area, select an option.
  7. (Optional) Click Validate Staged Data.
    Results are shown in the Import Results table. The Details table shows the SRDs and PDTs imported to their forms.
    If necessary, click 
    Delete Staged Data, select a different import option, and click Stage Data again.

  8. Click Promote Staged Data.

Note

Whenever you import an SRD into the system, to make it searchable on the Request Entry Console, make sure you perform indexing on the SRD:ServiceRequestDefinition form. For more information about indexing, see Defining indexes Open link in the Action Request System online documentation.

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