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:
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
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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