How do I populate the values in a configurable field on existing process items?

This article provides instructions for initializing a new configurable field or reinitializing a configurable field on existing process items. Complaints are being used as an example, but the steps apply to any item that supports configurable fields.

Example

At GAS16.2, Acme’s complaints had an Extra Data Field labeled Date Returned to capture the date products associated with complaints were returned from the field. On all existing complaints, that field contains dates in freeform text format or “N/A.”

After Acme upgraded to GAS 16.3, they decided to enforce date formatting in that field by moving the existing Date Returned text data to an RMA Returned Date Custom Date Field. These are the steps needed to migrate the contents of the Extra Data Field to the Custom Date Field.

1. Search for all process items (e.g. Complaints). Make sure to clear the Max # of Items to Display field when performing the search.

2. Export the search results to Excel and save the resulting CSV file.

Open

3. Open the CSV file and save it as an Excel Workbook (.xlxs format).

Open

4. Go to Configure Complaint → Configure Complaint Fields.

5. Clear the Field Name for the existing RMA Return Date Extra Data Field.

6. Configure a new Custom Date Field with Field Name RMA Return Date.

7. Prepare the Excel Workbook for an Administrative Update for Complaint Field Values.

   1. Delete all columns except the Complaint ID (column “A”) and, if one exists, the column with the existing data (column “B”). See the example below.

   2. If complaints had no existing data to populate the new Custom Date Field, column B, would be populated manually with data from other sources.

5. Resave the Excel Workbook as a CSV file.

6. Perform the administrative update to populate the new RMA Return Date Custom Date Field.

   1. Click Manage Complaints → Administrative Update for Complaint Field Values.

   2. For the Field to Update, select “RMA Return Date”

   3. Upload the CSV file created in the steps above.

   4. Enter comments.

   5. Click Update Complaint Field Values

   6.