Preparing XML Files for Import

The Zendesk Migration Utility supports the ability to import information about Tickets and Forums and associated items from a set of XML documents and associated attachments (see Running a Bulk XML Import).

The files containing the XML might have been generated as an interim set of files during a previous migration from another instance of Zendesk or alternative Help Desk application supported by the migration utility.

However, the files might also have originated from an alternative Help Desk application that supports the export of information in XML format, or it might be necessary or desirable to create a set of XML files from scratch. This being the case it will first be necessary to ensure the structure and format of the XML files complies with the requirements of the migration utility and that a suitable manifest is created before the import can be successfully executed.

Format the XML According to the REST API

The Bulk XML Import Operation requires the use of XML formatted according to the rules pertaining to the use of allowable values for each item and associated properties and the XML Schema used by the Zendesk REST API.

1. The REST API is described in detail in the online documentation provided by Zendesk.

Identify Allowable Values for Item Properties

1. Select an Item from the right hand pane to see details of any allowable values and rules fro properties at the top of the page.

Understand the XML Schema

Further down the page can be found full details of the following:

1. The Zendesk operation to be emulated during the XML Import.
2. Rules such as mandatory properties and associations and any default behavior.
3. The Schema used to format and structure the XML in order to emulate the operation.

Refer to the Sample Data Files

A collection of sample data has been provided as part of the Zendesk Migration Utility populated with examples showing how to prepare the XML files for import.

It is recommended that these samples are used together with this documentation as a reference explaining how each template should be completed to achieve a successful bulk XML import.

Prepare and Organize the XML Files and Attachments

1. Each Item to be loaded is represented by a separate XML file.
2. Any attachments associated with an item must be held as separate files within the same folder as XML files from within which the references are made.

Note: 1. Ticket Comments and 2. references to attachments, are made from within the XML documents as embedded elements.

Create the Manifest

The bulk XML importer also requires the existence of a "manifest" specifying details of the information to be included during the import.

This file must be an XML document structured and formatted as described in the above image.

1. The main body of the XML is a "manifest" element.
2. The manifest element must include a "file" element for each of the XML documents included in the import.
3. Each file element must include a "path" attribute with a value matching the name of the file containing the XML that represents the items to be loaded
4. The "type" attribute holds the value of the type of item to be loaded using the XML file.

Dealing with Relative URL References

It is sometimes the case that within the XML files containing in the body content of Knowledge base topics, references are made to the internal location of information sources via a url and by default these references are relative (i.e. there is insufficient detail to act as an internal reference).

1. An optional parameter can be used to specify the absolute url address to these information sources in the source Help Desk database.

If present this value is used to rewrite the relative url's embedded in the body content of Knowledge base topics into absolute references back to the source Help Desk database, making it possible for the migration utility to locate these items and execute the conversions and translations necessary to capture the correct url references in the target Zendesk database.

Note: this option is only relevant if the source Help Desk database from which the XML files were exported is still in existence and the migration utility has the necessary access to locate the information sources.

Zip up the Files and Manifest

1. Package up the folder containing the populated XML files, the manifest and all associated attachment files into a .zip file ready for import.

Run the Import Operation

Use the Zendesk Migration Utility to import the information into your target Zendesk environment (see Running a Bulk XML Import).

• media_1320916805533.png
• media_1320916964924.png
• media_1320917222004.png
• media_1321002395310.png
• media_1321005152335.png
• media_1321005851984.png
• media_1321006701491.png
• media_1328779234938.png
• media_1328781942761.png