What's Import and Export Management?

Import and Export Management is used to import and export a wide range of application data using import and export management in your service application.

For example, you can use Import and Export management to export object data so that you can import it into another instance. You can also import records to the applications so that you don't have to create the records in the user interface. Only users with the or Help Desk administrator role can import and export objects.

Overview of Import Objects

You can import several objects into the application using the import management framework.

To import objects, Click Tools > Import Management > Import Objects.

The following is a sample list of top-level and sublevel objects that you can import into the service application. For more information on these and other objects available for import, see the Oracle Fusion Understanding Import and Export Management for Sales and Service guide.

• Help Desk Requests

  • Messages

  • Contact Members

  • Resource Members

  • References

• Queues

  • Queue Party Resources

  • Queue Team Resources

• Categories

  Note:

  • Since the request data depends on queues and categories, you must import the queues and categories before importing your help desk requests.

• Interactions: You can't import interactions into the application, but you can export the interactions for the help desk requests.

• Inbound email

• Inbound Message Filters: You can import the inbound message filters through Setup and Maintenance.

• Milestone Configuration: You can import and export milestone configurations only through Setup and Maintenance.

• Channels

  • Channel Resources

• Standard Text Folders: The import facility doesn't support importing hierarchical data directly. To import folders hierarchies, such as parent and child relationships, you must import the standard text folders data twice. The first time you import the file, the object data is added, and the second time you import the same file, the relationships are created.

• Standard Text Variables

• Standard Text

  • Standard Text Relations

• Self-Service Roles

Overview of Export Objects

You can extract large volumes of data from the application using bulk export. You can either extract a full set of records for an object, or perform incremental extracts. For example, you can extract the complete set of service requests data or extract an updated set of records every week.

To export objects, Click Tools > Export Management > Export Objects. For more information, see the Oracle Fusion Understanding Import and Export Management for Sales and Service guide.