Populating the Ticket Note and Ticket Time Entry template
SECURITY Security level with Admin permission for Service Desk (Tickets). This importer does not consider Proxy time entry permissions. Any user with access to the importer will be able to create time entries for anyone else.
NAVIGATION > Admin > Features & Settings > Service Desk (Tickets) > Utilities > Ticket Time Entry & Ticket Note Import > click Import
BEFORE YOU BEGIN Please review the general instructions for importing and updating data in Autotask in this topic: Importing or updating data.
The Ticket Time Entry and Ticket Note Import Template allows you to import ticket time entries and notes from a .csv file. If a matching time entry/note is found during the import it can be left as it is or updated. A time entry is matched on Autotask Ticket Number + Resource + Start Date/Time + End Date/Time. A ticket note is matched on Autotask Ticket Number + Created By Resource (or Contact) + Create Date/Time + Title.
NOTE When using the importer to update time entries or notes, please be aware that ticket time entries and notes cannot be moved from one ticket to another, and time entries on submitted or approved timesheets cannot be updated.
The table below provides details on how to populate the import file.
NOTE If you see a check mark in the Must be looked up in Autotask instance? column, it means that, in the Autotask user interface, a value is selected from a list. You may use selections that are currently inactive, but they must exist. Navigate to the page shown in the Description column and look up the valid options.
*= required field
Fields that are required only for notes or only for time entries are marked as such.
Field | Must be looked up in Autotask instance? | Description |
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External (Legacy) Ticket ID | Enter the external ticket ID. | |
Autotask Ticket Number | Yes | Enter the Autotask ticket number. This field cannot be updated by an import. |
Create Date/Time(required for notes) | This field cannot be updated by an import. Enter the date in your Autotask date format followed by a space, then time in your Autotask time format, e.g. 10/10/2022 8:00 PM.
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Created By Resource |
Yes |
Enter the name of the resource who created the time entry or note. If both this field and the Created By Contact field are both left blank, the system will populate this field with the name of the resource who executed the import. You may use either Firstname Lastname or Lastname, Firstname format. |
Created By Contact | Enter the name of the organization contact who created the time entry or note. The contact must be valid and must be associated with the organization or its parent organization. Inactive contacts are acceptable.
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Resource (required for time entries) | Yes | You may use either narrative format or Lastname, Firstname format. Valid resources may be found here: > Admin > Organization Settings & Users > Resources/Users (HR) > Resources/Users (HR) > Resources/Users. |
Role | Yes | Enter a valid role for the resource. If the specified role is not a valid role for the resource, an error message will display upon import. Valid roles for the resource may be found here: > Admin > Organization Settings & Users > Resources/Users (HR) > Resources/Users (HR) > Resources/Users > Associations tab. If no role is provided, Role will be set as follows:
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Start Date/Time | Enter the start date/time of the time entry. Enter the date in your Autotask date format followed by a space, then time in your Autotask time format, e.g. 10/10/2022 8:00 PM. |
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End Date/Time | Enter the end date/time of the time entry. Enter the date in your Autotask date format followed by a space, then time in your Autotask time format, e.g. 10/10/2022 8:00 PM. | |
Billing Offset | Enter the billing offset for the time entry in decimal format. To subtract time, start with a minus. Example: -0.5 will subtract 30 minutes from the time entry. | |
Title | Enter the note title. Ticket note titles can be required or optional. Refer to Note Titles.
If you are importing time entries, Autotask will use the first 100 characters of the Summary Note field as the title. If there is no entry in the Summary note field, the system will use the first 100 characters of the Internal Note as the title. |
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Summary Notes |
Enter the summary notes.
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Internal Notes |
Enter the internal notes.
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Note Type (required for notes) | Yes | You can find valid Note Types here: > Admin > Features & Settings > Application-wide (Shared) Features > Note Types. |
Contract | Yes |
Enter the name of a valid contract that is associated with the specified organization or its parent organization. Inactive contracts are acceptable. You can search for contracts here: > Contracts > Search > Contracts.
NOTE The Bill Immediately setting of a contract will automatically post an imported time entry. If you wish to post the time entry, you must provide a valid Posted Date.
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Work Type | Yes |
Enter a valid work type for the time entry. Valid work types can be found here: > Admin > Features & Settings > Finance, Accounting & Invoicing > Billing Codes.
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Non-Billable | This field applies to time entries only. To make the time entry billable, enter No or False. To make the time entry non-billable, enter Yes or True.
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Posted Date | Enter the date, if applicable, on which the time entry was posted. If you are importing a time entry and there is no value in this field, the time entry will be created and marked as not yet approved & posted. If you are importing a time entry and you provide a value in this field, the time entry will be marked as approved & posted. If you are importing a note, this field will be ignored. |
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Internal and Summary Note Creation and Update Logic | ||
If you are importing a note and the record contains only a Summary Notes value, the note will be published to All Autotask Users. If a note is being created and it contains an Internal Notes value, the note will be published to Internal Only. If you are importing a note and the record contains both a Summary Notes value and an Internal Note value, two notes will be created and each note will be published as described above. The internal note will be a reply to the summary note. If you are updating a note, in addition to updating the Summary Note, the import will update the internal note if it is a match on Ticket Number + Resource (or Contact) + Create Date/Time + Title. If it is not a match, the import will create another Internal Note as a reply to the Summary Note. |
To find out how to reverse an import, refer to Rolling back an import.