Import: Some cards archived unintentionally

Answer: There are two reasons that cards are archived: 1. the source no longer contains these personnel records 2.

Answer: There are two reasons that cards are archived: 1. the source no longer contains these personnel records 2. the source records have become invalid to TOPdesk. We can help you find out what is the exact cause if you are uncertain. If ALL cards are archived, there is some problem with the source (file or connection or underlying system). First cause: - Has TOPdesk been pointed to the expected source file, and can you confirm the records (still) exist in the source? Check if you can find the source record in the source for the import. In the case of an Active Directory import, the import settings can filter specific OU's. That may no longer include an OU where a person was previously included. An AD user may also have been moved to a different OU that TOPdesk does not see, or could have been removed entirely. Second cause: - What is the validation as specified in the documentation or importdefinition of the import scripts, and do the archived cards in TOPdesk still meet these in the source? A set of cards may no longer meet validation criteria, which means that card will no longer be included in the import and may be archived. The validation should be specified in the documentation of the import. If that documentation is not available, it can be found in the importdefinition (XML file). In the case of an Active Directory import of persons the validation could for instance be: In the above situation a user must have a filled in SAMAccountName, and may not be disabled. If the user does not meet these criteria it will not be imported; if it was imported previously it may be archived. If you are unable to determine the cause yourself: - Which import scripts are being used? Please upload the import scripts to the incident. As stated before, the criteria for importing to TOPdesk are specified in the import scripts. - How is the source configured? If the import looks at a specific file, such as an .xls spreadsheet, please upload that file to this incident. If the import source is a CSV file, be aware that the database connection URL only specifies the folder that the file is in. Make sure you didn't change the file name and upload the correct source file. If the import source is an Active Directory, please perform the following steps: 1. Go to TOPdesk Settings > Functional Settings > Import > Customized Imports. 2. Open the relevant import. 3. Click on 'Dump object tree'. This creates a file in the TOPdesk installation folder (same folder as TOPdesk.exe) showing exactly what TOPdesk 'sees' in the AD. 4. Upload the object tree to this incident. 5. For SaaS customers, only TOPdesk Support can access the TOPdesk installation folder to retrieve the Treedumpfreeimportmodule.xml there.