How To Import Incidents Using File Upload

Import incidents/tickets information in csv format using FileUpload

When data resides in CSV files or when data exported from existing ITSM systems as csv file, these can be uploaded to cfxGenie for analysis using File Upload.

Step 1: Adding external incidents stored in csv file using File Upload.

From cfxGenie home page, Click on '+' sign as shown below.

Data Source - File Upload

Step 2: Job Overview:

Job Overview provides help documentation for cfxGenie. No User action is required on this page. Click 'Next'.

Step 3: Job Details:

Enter Job Name, Description, Select File, confirm if the data in file has a header row, number of rows to skip, maximum number of rows to read, File encoding type (select from drop down list) and Acceptable Mean Resolution Time (select from drop down list).

File Upload - Job Details

Clicking 'Choose File', opens file browser to enable to you to select and upload file from local desktop. For example, uploading incidents.csv from Download folder on local machine.

File Upload- Select File
File Upload - Select File

When you click Open, the file content is read and uploaded. Click 'Next' to navigate to User Inputs Screen.

Step 4: User Inputs:

There are two mandatory input fields that needs to be mapped for the solution to work. The fields are the incident/ticket created date and resolved date. In excel spreadsheet, they corresponded to 'opened_at' and 'closed_at'. Similarly find the relevant fields in your spreadsheet and map accordingly in this view. You can map all other fields as well.

File Upload - Mapping Created and Resolved Fields

Scroll down and click 'Next' as shown. It is always good idea to map 'Short Description' corresponding to incident/ticket short description/description field.

File Upload - User Inputs

Step 5: Clustering Inputs :

Clustering Inputs allows AI/ML algorithm to do cluster analysis. Map the relevant fields from drop down as shown (Description and Short Description are mapped here).

File Upload - Mapping Clustering Inputs

Step 6: Cost Inputs:

Cost inputs has direct impact on cost analysis so update L1, L2, L3 rates per hour. By default CloudFabrix provides default values and user can modify the rates. The screen is as shown below.

File Upload - Cost Inputs

Once L1, L2, L3 rates and currency type are updated, Click 'Finish'. The data is ingested and ML algorithms are applied to produce the necessary analytics.

Step 7: cfxGenie Home

You are navigated back to cfxGenie job Overview page. It takes few minutes to ingest the data, apply necessary AI/ML algorithms and create the visual output.