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Celonis Product Documentation

Manual CSV data export from ServiceNow

Common errors

  • One of the required columns is missing

  • One of the columns has a different name than the required columns.

  • Character set of CSV file is not Unicode (UTF-8)

  • You have duplicates in your column "Number"

  • All you date columns must this format yyyy-mm-dd hh:mm:ss e.g. 2018-02-21 12:00:00

  • Find and replace "UNKNOWN" with empty

Correct sample file:

Incidents sample file.csv

Extract your data from ServiceNow

Step 1: Log in to your ServiceNow account and navigate to your incidents

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Step 2: Remove filters by clicking “All” and then click the Settings ("Personalize List") icon

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Step 3: Select the following columns that are in the "Available" list and move them to the "Selected" list. Please double check in your file that you have all these columns with the exact same name.

#

Column name in ServiceNow

Extracted name in CSV

1

Number

number

2

Created

sys_created_on

3

Created by

sys_created_by

4

Parent Incident

parent_incident

5

Child Incidents

child_incidents

6

Opened

opened_at

7

Opened by

opened_by

8

Resolved

resolved_at

9

Resolved by

resolved_by

10

Assignment group

assignment_group

11

Closed by

closed_by

12

Closed

closed_at

13

Reopen count

reopen_count

14

Reassignment count

reassignment_count

15

Resolution code

close_code

16

Last reopened at

reopened_time

17

Last reopened by

reopened_by

18

Activity due

activity_due

19

Due date

due_date

20

SLA due

sla_due

21

Updated by

sys_updated_by

22

Updates

sys_mod_count

23

Updated

sys_updated_on

24

Short description

short_description

25

Priority

priority

26

Active

active

27

Category

category

28

Made SLA

made_sla

29

Business service

business_service

30

Contact type

contact_type

31

Impact

impact

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Step 4: Right-click on any column (such as “Number”) and select Export as a CSV

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Step 5: Open your CSV and verify:

  • You have the required columns.

  • All columns have the same name as the required columns.

  • Character set of CSV file is Unicode (UTF-8)

  • You don't have any duplicates in your "Number" column

  • All your date columns use the yyyy-mm-dd hh:mm:ss format, such as 2018-02-21 12:00:00

Required columns

number, sys_created_on, sys_created_by, parent_incident, child_incidents, opened_at, opened_by, resolved_at, resolved_by, assignment_group, closed_by, closed_at, reopen_count, reassignment_count, close_code, reopened_time, reopened_by, activity_due, due_date, sla_due, sys_updated_by, sys_mod_count, sys_updated_on, short_description, priority, active, category, made_sla, business_service, contact_type, impact

Upload your data from ServiceNow

Log into your account and upload the file you just extracted from ServiceNow.

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