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    Pavol Procka
    Is it possible to export Archived incidents to a readable...Answered
    Topic posted January 23, 2018 by Pavol ProckaGrand Master, last edited January 23, 2018 
    308 Views, 3 Comments
    Title:
    Is it possible to export Archived incidents to a readable format?
    Content:

    Hi,

    I have a business requirement to provide all communications from a specific email address. I wrote a report to get all chats and emails that are not archived, however am struggling with the Archived incidents. The data needs to be in a user-friendly format and should only contain the incident threads, user details and agent name not other internal details (which I get if I open it for printing).

    In this specific case, there are 120 archived incidents and I currently do not see any out of the box way how to get these in a readable format and into one file.

    By the way it looks the only way to export Archived Incidents is as xml files (one per incident). For now I would even be happy with one user-friendly file per incidents (even though ideally they would all be in one with the dates/times and reference numbers)

    I tried to convert these in Excel - but get an invalid file reference error, IE does not do anything. Anyone maybe knows of a way how to strip an xml file of the code and leave the manually entered text only?

    Does anyone know if it would make sense to open a ticket with Oracle support for this? Is it maybe possible to re-import the archived incidents to RN so that report with the thread entries can be used? 

    We are expecting to be receiving more such requests in the feature and manually copy pasting bits from RN to separate Excel cells is very time consuming.

    Many thanks

    Pavol

     

    Best Answer

    Edson Junior

    Hi Pavol - Please, since you have many questions in one post I tried to help by answering in line.

    ~~~~~~


    [Pavol ] I have a business requirement to provide all communications from a specific email address. I wrote a report to get all chats and emails that are not archived, however am struggling with the Archived incidents. The data needs to be in a user-friendly format and should only contain the incident threads, user details and agent name not other internal details (which I get if I open it for printing).
    [Edson] I don't think that the standard Archived Incidents can filter the information to present.

    [Pavol] In this specific case, there are 120 archived incidents and I currently do not see any out of the box way how to get these in a readable format and into one file.
    By the way it looks the only way to export Archived Incidents is as xml files (one per incident). For now I would even be happy with one user-friendly file per incidents (even though ideally they would all be in one with the dates/times and reference numbers)
    [Edson] You can save it in TXT, MHT or HTML format as well. However, it is one by one.

    [Pavol] I tried to convert these in Excel - but get an invalid file reference error, IE does not do anything. Anyone maybe knows of a way how to strip an xml file of the code and leave the manually entered text only?
    [Edson] Please, find attached an excel that I have done for other purposes. You can reuse it and update or change the VBA as needed. Essentially it is a excel that read a folder location and create a new worksheet with the data provided the xml files.

    [Pavol] Does anyone know if it would make sense to open a ticket with Oracle support for this? 
    [Edson] Since it is not a bug I would say that it is out of scope for tech support. 


    [Pavol] Is it maybe possible to re-import the archived incidents to RN so that report with the thread entries can be used? 
    [Edson] You will go to export to XML and import using API. Consider that the creation date will change.

    You probably know these links, anyway here you go:
    https://cx.rightnow.com/app/answers/detail/a_id/7038/kw/archived
    https://cx.rightnow.com/app/answers/detail/a_id/7035

     

    Hope this helps.

    Edson

    Answer

     

    • Edson Junior

      Hi Pavol - Please, since you have many questions in one post I tried to help by answering in line.

      ~~~~~~


      [Pavol ] I have a business requirement to provide all communications from a specific email address. I wrote a report to get all chats and emails that are not archived, however am struggling with the Archived incidents. The data needs to be in a user-friendly format and should only contain the incident threads, user details and agent name not other internal details (which I get if I open it for printing).
      [Edson] I don't think that the standard Archived Incidents can filter the information to present.

      [Pavol] In this specific case, there are 120 archived incidents and I currently do not see any out of the box way how to get these in a readable format and into one file.
      By the way it looks the only way to export Archived Incidents is as xml files (one per incident). For now I would even be happy with one user-friendly file per incidents (even though ideally they would all be in one with the dates/times and reference numbers)
      [Edson] You can save it in TXT, MHT or HTML format as well. However, it is one by one.

      [Pavol] I tried to convert these in Excel - but get an invalid file reference error, IE does not do anything. Anyone maybe knows of a way how to strip an xml file of the code and leave the manually entered text only?
      [Edson] Please, find attached an excel that I have done for other purposes. You can reuse it and update or change the VBA as needed. Essentially it is a excel that read a folder location and create a new worksheet with the data provided the xml files.

      [Pavol] Does anyone know if it would make sense to open a ticket with Oracle support for this? 
      [Edson] Since it is not a bug I would say that it is out of scope for tech support. 


      [Pavol] Is it maybe possible to re-import the archived incidents to RN so that report with the thread entries can be used? 
      [Edson] You will go to export to XML and import using API. Consider that the creation date will change.

      You probably know these links, anyway here you go:
      https://cx.rightnow.com/app/answers/detail/a_id/7038/kw/archived
      https://cx.rightnow.com/app/answers/detail/a_id/7035

       

      Hope this helps.

      Edson

    • Pavol Procka

      Hi Edson,

      Thank you very much for your comprehensive answer!

      I saw the other filetypes in the Print preview, forgot to mention them as it still means opening each and saving it separately which is a lot of clicking that I would like to prevent.

      Unfortunately, the excel file you provided does not work for me - I am sure it would as you mentioned require changing, but it is a bit beyond my expertise.

      Since re-importing would change the creation date (something I did not think about) this is not the way I can go either.

      In any case, your answer was helpful as it gave me ideas for a different approach and I am marking it as best as surely a bit more skilled user than me will even be able to make much more of it :)

      Many Thanks

      Pavol

    • Marcus Zoeller

      As https://cx.rightnow.com/app/answers/detail/a_id/7035 says, you can export up to 100 at a time by selecting all, then clicking the icon for downloading them as XML files.

      The XML format will not be something you can open with Excel. Rather, it is something you could process in a custom built program to extract the pieces of data you care about. If you wanted, you could then use that program to make Public API requests to restore them as new incidents. As Edson mentioned, some fields you cannot set as they were. Here are probably the most important ones you'd care about:

      • Created
      • Created By
      • Reference Number
      • The original Audit Log
      • Threads' Created and Created By values

      I'm doing this process for a site right now, and as a workaround to the above, we have created Custom Attributes in the Object Designer to hold the original values. For the Audit Log, we are simply creating an initial Private Note thread to hold the Audit Log's original contents. For each Thread, we prefix the thread content with a statement like "Originally created on 01/01/2017 by Joe Agentson".

      Your reports on Incidents would then need their columns and filter definitions to be modified to look at the new Custom Attributes if they are set, otherwise to use the out-of-the box fields. This way you can have reports showing original reference numbers and created times - both for the restored Archived ones, and the ones that were never archived.