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Updated on 8/14/2019
Workflow Documentation
Import Cases Example
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Import Cases Example

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Use Case Scenario

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In this use case scenario, we import a CSV file of historic cases that were created in TrueResolution. This project migrates data from an SAP Sales Cloud On-Premise version to the new Cloud version and replaces TrueResolution with a new Disputes workflow implemented in the Workflow application.

We will import around 50,000 cases using a file that contains a combination of 41 standard and custom fields.

Note: The Sandbox environment for this import process was tested with a file of 10,000 rows which created 10,000 cases in approximately 20 minutes.

Import File Template

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The Migration Manager Import feature enables you to import cases with their required and non-required standard fields, custom fields, and comments. The name of the column in the import file must match the name of the standard case field in the application. For columns that contain custom fields, you should construct the column header by adding the CF prefix before the custom field name. For columns that contain comments, you don't need a column name in the header.

All the fields in the import file for this implementation are shown in the table below:


Field Name Field Type Value
CASE TYPE Standard

Required

This is the workflow name

Example: Dispute Management

ASSIGNEE Standard

Optional

User login name of the case assignee

DESCRIPTION Standard

Optional

Description of the case

NAME Standard

Optional

Name of the case

PRIORITY Standard

Optional

Priority name

PROJECT

Standard

Optional

Project name 

CREATED BY

Standard

Optional

User login name of the case creator

CREATED ON

Standard

Optional

Date the case was created

Format: mm/dd/yyyy

STATUS

Standard

Status Name

Example: Automatic

UPDATED

Standard

Date the case was updated

Format: mm/dd/yyyy

UPDATED BY

Standard

Optional

Login name of user who updated the case

CF bulk_status

Custom

 

CF user_id

Custom

 

CF participant_id

Custom

 

CF position_name

Custom

 

CF title_name

Custom

 

CF manager_user_id

Custom

 

CF email

Custom

 

CF phone

Custom

 

CF country

Custom

 

CF segment

Custom

 

CF closed_reason_code

Custom

 

CF dispute_type

Custom

 

CF reason_code

Custom

 

CF issue_type

Custom

 

CF tin_pdp_or_btn_order_number

Custom

 

CF tin

Custom

 

CF btn_order_number

Custom

 

CF customer_name

Custom

 

CF onesource_nspe

Custom

 

CF region

Custom

 

CF account_number

Custom

 

CF nasp_id

Custom

 

CF currency

Custom

 

CF invoice_number

Custom

 

CF number_of_months

Custom

 

CF expected_credit_month

Custom

 

CF product_code

Custom

 

CF suggested_product_code

Custom

 

CF period

Custom

 

CF ticket_location

Custom


In this implementation, all of the new imported cases are created in the status of Automatic, where an automatic action executes a script that performs the following logic:

  • The new status is updated with the value from the bulk_status field
  • If the new status is closed, then the current case is closed
  • Executes an SQL query to retrieve the information for the following system roles from the Commissions database:
    • Case Assignee
    • Case Owner
    • Case Team Members

Importing Cases

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To import the cases into the workflow, go to Setup > Administration > Migration Manager and select the Import tab, then: 

  1. Before you import the cases, ensure that all workflows, projects, statuses, users, departments, and priorities mentioned in the import file are already present in the application. If they don't already exist, you will need to create them before you import.
  2. Select Cases from the Component field. You can download an example of a file by clicking the Download CSV Header Example link. 
  3. Click on the File Upload icon, find the desired CSV file, and then select the file to open.
  4. Click Import.

Note: If you import a file that contains values that don't already exist in Workflow, we display a message with the error details.

While the import is running, we display an Import Progress status bar that indicates the current progress status and the number of cases that have been successfully imported.

When the import is complete, the Import Progress summary shows the number of cases imported and the number of errors.

See Migration Manager > Import Data for detailed import information. 

Automatic Action

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The newly imported cases are created in the Automatic status that contains an Edit Case action named Edit Case from Bulk Upload which is configured to execute automatically:


The following image depicts the configuration settings for the Edit Case from Bulk Upload action:


This action is also configured to execute a script after a workflow action event, as shown below:


This script retrieves the assignment and redirection rules for the current case from the Commissions database, and dynamically updates the following fields in the current case:

  • Status
  • Close Case, depending on the new status
  • Case Assignee
  • Case Owner
  • Case Team Members

Cases Imported

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While the cases are actively importing, you will see a lot of cases in the Automatic status:


When the import process finishes, the new cases will display with the appropriate statuses, assignees, owners, and case team members.