Import / Export

Last modified on 2024/04/11 14:42


An export consists of extracting objects e.g. filters, views, etc. from a Service Manager database and then generating an export file. 


An import consists of uploading an export file and integrating the objects it contains into a Service Manager database.


What are the objectives of the import and export?

  • Retrieve objects that have been created or modified in a test database so as to avoid creating them again in the production database.
  • Quickly reproduce the configuration of a development database in the production database.
  • Replace existing elements with those in the new version for the migration of Service Manager.
  • Help solve Technical Support incidents, for example, by providing corrections for a bug.

Objects that can be exported or imported

Scheduled alerts, wizards, baselines, blocks, connectors, mail components, Report Designer (smoReportDesigner), filters, trends, mail templates, integration models, user profiles, questionnaires, multi-section questionnaires, business rules, reports, form presentations, queries, customized roles, views, workflows, processes related to business rules, XSD


Distribute an Equipment filter created in the test database to all production databases.

1. Export the Filter object created in the test database.

==> Result: An EXP file is created.

2. Import the file to each of the production databases.

==> Result: After integration, users can access a new filter which will automatically be displayed in the list of filters for equipment, depending on the access rights defined by profile for the filter.


  • Avoid confusing the export of Service Manager objects described in this page with the export of records where only data is extracted. Open url.png See Export records.
  • The list of objects that can be exported is provided by EasyVista. You cannot add new ones.
  • Export files are encrypted and compressed. They cannot be modified.
  • The export can be:
    • Global, using the Export menu. You can select different types of objects. The export will generate a ZIP file.
    • Individual, using specific menu options. The export will generate EXP files that comply with the naming convention based on the type of object exported.
  • You can import objects using a ZIP file or an EXP file. Only differential elements between the export file and the target database will be imported to the database.
  • The number of objects imported can be greater than the number of objects exported.

    example  Export reports that include the export of the associated filters and views


  • Before running the import, ensure that you are connected to the correct Service Manager database.
  • To maintain the consistency of relationships within the database, exported files must be reimported in a certain order using numeric values added to the file name. Files named 100 must be imported first, followed by files named 200, and subsequently by files named 300, etc.
  • After the import, remember to update access rights to objects that are by default accessible to all user profiles. You can also perform an export followed by an import of user profiles.

Best Practice

  • To import objects to several databases, you should connect to each database and run the import using the same file.
  • To import several types of objects in a single operation, you can perform a global export to generate a single export file that you can download.
  • Wizards are exported under their physical name. You should refer to the list of Service Manager wizards to help you connect the physical name with the label of each wizard. The physical name is indicated under the label.

    Accept transfer ==> Label of the wizard
    (Accept Transfer) ==> Physical name of the wizard

  • To export a workflow containing REST steps, use the REST filter. This filter automatically displays all of the required REST objects for exporting workflows with REST steps, i.e. services, connections, resources. Note : The REST objects used by the workflow must be exported simultaneously for the initial export. Then only the modified REST objects should be selected with the workflow. Open url.png See the procedure

Characteristics specific to versions 2016 and earlier

  • Forms, pivot tables and themes are only available in versions 2016 and earlier.
  • Naming conventions:
Rule Example
Object Naming convention Object Naming convention
Forms Export_200_SD_FORMS__(form name)_yyyymmddhhmmss.exp Full configuration Export_200_SD_FORMS__Full_Configuration.exp
Pivot tables Export_200_C_PIVOTTABLE__(pivot table name)_yyyymmddhhmmss.exp Types by department Export_200_C_PIVOTTABLE__Types_by_Department.exp
Themes Export_200_THEME__(theme name)_yyyymmddhhmmss.exp Transition Export_200_C_THEME__Transition.exp

Special cases

Object Notes
Blocks / Representations

   Avoid confusing the export of blocks and the export of representations.

  • The Blocks export if only for main form presentations. These are standard presentations of menus, grids, forms.
  • The Representations export is only for conditional form presentations. These are variants of forms displayed instead of the main form presentations when certain conditions are met.
Filters and views
  • The names of export files do not need to be unique.
    example The None filter is available in most menus
  • Questions are exported at the same time as the associated questionnaire.
  • Overrides are not taken into account in the export.
Multi-section questionnaires
  • Sections and questions associated with the questionnaire are exported at the same time as the questionnaire.
Business rules
  • You should first export related processes to maintain the link between elements.
  • By default, when reports are imported, they will overwrite the parent query.
  • To keep any modifications you made to the parent query, e.g. manually added E_ field or modified field name, you should select the Do not replace parent query during import box.
Parent queries
  • Export the queries with the objects using them, e.g. filters or views, if they were modified or customized, e.g. manually added fields.
  • You should always import them with the objects using them.
Workflows containing REST steps
  • Use the REST filter. This filter automatically displays all of the required REST objects for exporting workflows with REST steps, i.e. services, connections, resources. Note : The REST objects used by the workflow must be exported simultaneously for the initial export. Then only the modified REST objects should be selected with the workflow.
  • Files are required only for Technical Support.

Menu access

  • Import: Administration > Import / Export > Import
  • Export:
    • Global export: Administration > Import / Export > Export
    • Individual export: Administration > Import / Export > Export...

Screens description

Importing objects


Upload a file: Name and path of the export file to be imported to the Service Manager database.

Import and Merge of Wizards (Note: Only for wizards): Used to specify if the current configuration of wizards should be kept (box is checked) or if it should be replaced by the configuration of the new version (box is not checked).

Exporting objects


Individual export

  • The name of the generated file complies with a specific naming convention.
  • You can export several elements of a given object at the same time. In this case, the name of the file is obtained using the name of the last element in the selection.

    example  Simultaneous export of user profiles Discovery, Operation, Transition ==> File name: Export_AM_PROFIL__Transition.exp

Global export

  • You can export several types of objects in a single operation.
  • The file is generated as a compressed ZIP file in the following format: Export_Package followed by the date YYYYMMDD.
  • It contains one EXP file for each type of object whose name complies with the naming convention.

    example  Export of user profiles, the Characteristics and Capacities connectors and the License form presentation

    • Generated file: 
    • Containing three EXP files: user profile, connector, block

Naming convention of exported objects

Note: The numeric value added to the name of each file indicates the order in which files must be imported in order to maintain the consistency of relationships within the database.

Rule Example
Object Naming convention Object Naming convention
Scheduled alerts Export_400_C_TASK_alerts__(scheduled alert name)_yyyymmddhhmmss.exp Contracts to cancel Export_400_C_TASK_alerts__Contracts_to_Cancel.exp
Wizards Export_200_C_WIZARD__(wizard name)_yyyymmddhhmmss.exp Delivery reception Export_200_C_WIZARD__Delivery_Reception.exp
Baselines (CMDB graph) Export_200_CMDB_GRAPH__(baseline name)_yyyymmddhhmmss.exp ORA-RDB_UK Export_200_CMDB_GRAPH__ORA-RDB_UK_.exp
Blocks (standard menus, grids, forms) Export_200_C_BLOCK__(block name)_yyyymmddhhmmss.exp DialogEquipment Export_200_C_BLOCK__DialogEquipment.exp
Mail components Export_SD_MAIL_TAG__(mail component name)_yyyymmddhhmmss.exp ServiceDesk_Signature Export_SD_MAIL_TAG__ServiceDesk_Signature.exp
Connectors (integration model) Export_200_IN_CONNECTOR __(connector name)_yyyymmddhhmmss.exp Employees Export_200_IN_CONNECTOR__Employees.exp
Connections (Configuration of REST action types) Export_250_REST_CONNECTORS__(connection name).exp Webhook (debug) Export_300_REST_CONNECTORS_Webhook_debug.exp
Report Designer (smoReportDesigner) Export_200_C_REPORTDESIGNER__(Report Designer name)_yyyymmddhhmmss.exp Purchase order Export_200_C_REPORTDESIGNER__Order_Form.exp
Filters Export_200_C_FILTER__(filter name)_yyyymmddhhmmss.exp Equipment in stock Export_200_C_FILTER__In_Stock.exp
Trends Export_400_C_TASK_statistic__(trend name)_yyyymmddhhmmss.exp Number of Incidents Created this Month Export_400_C_TASK_statistic__Number_of_Incidents_Created_This_Week.exp
Mail templates Export_300_SD_MAIL_TYPE__(mail template subject)_yyyymmddhhmmss.exp [IT Service Desk] - Internet Explorer configuration Export_300_SD_MAIL_TYPE__[IT_Service_Desk]_-_Internet_Explorer_Configuration.exp
Integration models Export_400_C_TASK_integration__(integration model name)_yyyymmddhhmmss.exp Employees Export_400_C_TASK_integration__Employees.exp
User profiles Export_200_AM_PROFIL__(user profile name)_yyyymmddhhmmss.exp Administrator Export_200_AM_PROFIL__Administrator.exp
Questionnaires Export_300_SD_QUESTION_LIST__(questionnaire name)_yyyymmddhhmmss.exp Oracle Export_300_SD_QUESTION_LIST__Oracle.exp
Multi-section questionnaires Export_300_SD_QUESTION_LIST__(multi-section questionnaire name)_yyyymmddhhmmss.exp Groups and Support Persons Export_300_SD_QUESTION_LIST__Groups_and_Intervenants.exp
Business rules Export_500_SD_PROCESS_DEF__(business rule name)_yyyymmddhhmmss.exp Contract Business Rule Template Export_500_SD_PROCESS_DEF__Contract_Business_Rule_Template.exp
Reports Export_400_C_TASK_reporting__(report name)_yyyymmddhhmmss.exp Departments without Continuity Plans Export_400_C_TASK_reporting__Departments_Without_Continuity_Plan.exp
Representations Export_100_C_BLOCK_OVERLOAD__(form presentation name)_yyyymmddhhmmss.exp Closed incidents Export_100_C_BLOCK_OVERLOAD__Closed_Incidents.exp
Queries Export_200_C_QUERY__AM_(query name)_yyyymmddhhmmss.exp Cost centers Export_200_C_QUERY__AM_CostCenter.exp
Resources (Configuration of REST action types) Export_300_REST_RESOURCES__(resource name).exp Update an incident or a request Export_300_REST_RESOURCES_Update_incident_or_request.exp
Customized roles Export_300_GENERIC_ROLE__(customized role name)_yyyymmddhhmmss.exp Asset Owner Export_300_GENERIC_ROLE__Asset_Owner.exp
Services (Configuration of REST action types) Export_200_REST_SERVICES__(service name).exp Agile CRM Export_200_REST_SERVICES__AgileCRM.exp
Views Export_200_C_REPORT__(view name)_yyyymmddhhmmss.exp Equipment list Export_200_C_REPORT__List.exp
Workflows / Related processes (workflows and business rule related processes) Export_400_SD_WORKFLOW__(workflow or process name).exp Network process Export_400_SD_WORKFLOW__Network_Process.exp
XSD (internal elements containing XML file structure) Export_100_C_XSD__(XSD name)_yyyymmddhhmmss.exp DYNAMIC FORM Export_100_C_XSD__DYNAMIC_FORM.exp


How to export objects

Step 1: Export the objects.

1. Select Administration > Import / Export in the menu.

2. Select the export operation you want.

  • You can click the Export option for a global export and select the objects you want.
  • You can also click the Export... option specific to a given type of object and select the elements you want.

3. Run the Export wizard.

The objects will be exported.

  • ZIP file if you performed a global export.
  • EXP file if you performed an individual export.

Step 2: Download the export file.

1. Click the link called Click here to download File.

2. Click Save in the Save As dialog box.

3. Specify the folder where you want to save the file.

4. Click Close.

You have downloaded the export file.

How to import an export file

   You should always import files in ascending order based on their numbering.

example  Import the following files in the order below.

1. Export_100_C_XSD__DYNAMIC_FORM.exp
2. Export_200_C_REPORT__List.exp
3. Export_300_SD_QUESTION_LIST__Oracle.exp
4. Export_400_C_TASK_integration__Employees.exp

1. Select Administration > Import / Export > Import in the menu.

2. Click Browse to select the export file to upload and click Upload.

The elements that will be integrated are displayed with their last modification date and modification user.

3. Click Next.

You have imported the file. The number of integrated elements will appear.

4. Click Finish.

How to export and import a REST package

Step 1: Export the workflow and the REST object used.

1. Select Administration > Import / Export in the menu.

2. Select the REST filter.

3. Select the workflow to export and the REST objects used, i.e. service, connection, resource.

          Import export workflow with REST actions.png

4. Run the Export wizard.

The workflow REST package will be exported.

5. Click the link called Click here to download File to save the REST package to your disk.

Step 2: Import the REST workflow.

1. Select Administration > Import / Export > Import in the menu.

2. Select the .zip file of the REST package you downloaded to your disk.

Step 3: Export and import the REST workflow after updating.

1. Export the workflow and only the REST objects that have changed since the last export.

  • Select Administration > Import / Export in the menu.
  • Select the REST filter.
  • Select the workflow to export and only the REST objects that have changed since the last export.

2. Import the new REST package.

  • Select Administration > Import / Export > Import in the menu.
  • Select the .zip file of the REST package you downloaded to your disk.
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