Bulk Import Requirements

This article explains how to prepare and submit a bulk import of service requests into SeeClickFix 311 CRM using CSV files.

Bulk Import is an add-on product. If you are interested in enabling this service, please contact your Account Manager.

Overview

Bulk Import allows you to load historical or external service request data into SeeClickFix 311 CRM.

• For Accela Public Stuff exports, submit the original CSV file to your Implementation Consultant directly without modification.

• For Web Central CRT exports, the system provides a TXT file. You must convert the TXT file into a properly formatted CSV file before submission. The TXT file cannot be imported directly. Please submit the formatted CSV file to your Implementation Consultant. If your data comes from any other system, follow the preparation steps below.

Bulk Import Process

Follow these steps to prepare your files correctly and avoid delays.

Step 1: Confirm Your 311 Configuration

Before preparing your CSV files, ensure that:

• All request types exist in SeeClickFix 311 CRM.

• All request types are configured to accept requests. Request types that block submissions cannot receive imported issues.

• Required questions are configured.

• Assignment rules are configured as desired.

The import process depends on the request types, questions, and assignment settings defined in your system. Data cannot be properly prepared until these settings are finalized.

Step 2: Prepare a Request Type Mapping File (If Needed)

If your legacy system uses different request type names than SeeClickFix 311 CRM, you must map them.

You can either:

• Rename request types directly in your import file, or

• Provide a separate mapping CSV file.

Mapping File Requirements

The mapping file must contain exactly two columns:

Important Notes

• Column headers are case-sensitive.

• Each value in the From column must be unique.

• Duplicate mappings are not allowed.

Invalid example:

• A → B

• A → C

Because the system cannot determine which mapping to apply, duplicate From values will cause the import to fail. Issues may be imported into disabled request types. Disabled request types are not available for new submissions, but remain searchable and reportable.

Download Mapping Files

• Mapping Template (CSV)

• Mapping Example with Instructions (CSV)

Step 3: Prepare Your Import File

Your import file must:

• Be in CSV format

• Be UTF-8 encoded

• Include headers exactly as defined in the sections below

Files that do not conform will be sent back to the customer for reformatting before import. This can delay the process.

Download Import Files

• Import Template (CSV)

• Import Example: Exclude Questions with Instructions (CSV)

  • Example file without question columns

• Import Example: Include Questions with Instructions (ZIP)

  • Contains two example import files that include question responses. Each file represents a single request type, as required when importing questions.

Step 4: Complete Required Fields

The following columns are required in every import file:

All required columns must be present in the header row and populated for every record.

Step 5: Field Behavior and Validation Rules

Timestamp Requirements

All timestamps must be in full ISO 8601 format with timezone offset.

Example: 2015-12-05T13:11:59-05:00

Timestamps must follow this strict order: created_at < closed_at < time of import

The comparison is strictly less than (<), not less than or equal to (<=).

Violating this order will cause the import to fail.

created_at

The created_at value:

• Sets the issue creation time

• Also sets the acknowledgment time

closed_at (Optional)

• If populated, the issue will be imported as Closed.

• Closed issues automatically transition to Archived.

• If blank, the issue remains in the Acknowledged state.

• If provided, it must be later than created_at.

Optional Fields

reporter_email

• If blank, the issue is attributed to the default service user.

• If provided:

  • If the email matches an existing resident account, the issue is associated with that account.

  • If no account exists, a new resident user account is created in an unregistered state and linked to the issue.

No notifications are sent to reporters during import.

acknowledge_message

If blank, the default message “Issue Acknowledged” will be used.

auto_assignment

• Enter Yes to trigger assignment rules during import.

• Enter No to bypass assignment rules.

Internal Comments

You may include:

• internal_comment_1, internal_comment_2

Comments must be plain text. Newlines are accepted. Public comments are not supported at this time.

Step 6: Importing Question Responses

Question Column Formatting

Each question must be represented as a separate column in the CSV file.

The column header must:

• Begin with Q:

• Exactly match the question text configured in SeeClickFix 311 CRM

Example:

Q: What is the size of the pothole?
Q: Is the light completely out?

If a question is configured as required in SeeClickFix 311 CRM, a response must be provided in the corresponding column for every record in the file.

One Request Type Per File

If you are importing question responses, you must prepare a separate CSV file for each request type that includes questions.

Each file may:

• Contain only one request type

• Include only the questions configured for that request type

If you have 3 request types with questions, you must prepare 3 separate CSV files.

Do not combine multiple request types with different question sets into a single file.

Example Files with Questions

To see correct formatting when including question responses, download:

• Import Example Include Questions with Instructions (ZIP)

This ZIP file contains two example files:

• import_example_1_include_questions_with_instructions.csv

• import_example_2_include_questions_with_instructions.csv

Each example:

• Contains a single request type

• Includes only the questions configured for that request type

• Demonstrates proper Q: column header formatting

• Shows how required and optional fields work alongside question columns

Use these examples as a reference when preparing your own files.

Common Mistakes to Avoid

• Including questions from multiple request types in one file

• Misspelling or modifying the question text in the column header

• Omitting responses for required questions

• Forgetting to split files when importing multiple request types with different question sets

Following these rules will prevent validation errors and reduce delays in processing your import.

Step 7: Location Requirements

• Coordinates must use WGS84 (SRID 4326).

• Coordinates must fall within the geographic boundary associated with the request type’s agency.

• If an issue has no specific location, assign a defined placeholder location, such as City Hall, with valid coordinates.

Step 8: Custom Data from Legacy Systems

If you need to preserve additional legacy information, include it as:

• An internal comment

Examples:

• Original legacy request ID

• Original reporter name or metadata

Submission Checklist

Before submitting your files, confirm:

• All request types exist in SeeClickFix 311 CRM and are configured to accept requests.

• Mapping file is completed (if required).

• File is UTF-8 encoded.

• Headers match the template exactly.

• Timestamps are ISO 8601 with timezone offset.

• Timestamp ordering rules are satisfied.

• All addresses are within the jurisdiction’s boundary set in SeeClickFix 311 CRM

• Required questions have responses.

• Separate files are created per request type when importing questions.

Appendix: Full Import Column Reference

Need Help?

If you have questions or would like assistance reviewing your files before submission, please contact your Implementation Consultant.