Last updated: 2023-01-18

Source: https://support.freshservice.com/support/solutions/articles/50000005641-why-am-i-unable-to-import-and-export-assets-in-freshservice-

If you face issues while importing and exporting assets in Freshservice, please perform the below checks to troubleshoot the issue.

1. Check the reason for the import failure and correct it. 2. Check if the exports are landing in the spam folder of your mailbox.

Check the reason for the import failure and correct it.

If your bulk import action fails, you will receive an asset import failure email to your registered email address. Check the reasons mentioned in the email and correct them. Below are a few common reasons for failure.

1. Unique fields such as Asset Tag/Serial number may be the same. This can cause the same asset to update multiple times.

2. Asset Tag/Serial number or other unique fields are not filled.

3. Incorrect date format is chosen. Ensure that the date format you select while importing the CSV file is the same date format you used in the CSV file.

Checking the date format

  • Incorrect mapping of fields. For example, you might have mapped a date field inside Freshservice to a text field inside the CSV.

    • Check if the exports are landing in the spam folder of your mailbox.

    If your export emails for assets are landing in spam,

  • Go to Admin, and under Channels, select the Email Settings and Mailboxes section.
  • Click on Set up SPF and DKIM authentication and check if you have enabled DKIM and SPF records for your email domain. You can take your IT team's help to enable this setup.

    • Note: If you are exporting more than a hundred assets in bulk, it might take a couple of minutes for the export to arrive at your mailbox.

    If you face issues after performing these checks, please reach out to support@freshservice.com for further assistance.