ITSM - How to update existing user email using CSV Import and Update feature

7/11/2024 2:55 PM

3/22/2025 1:56 AM

Aside from updating user via user provisioning tool like Azure, OKTA, OneLogin. Customers can also update their existing users email attribute using the CSV Import Update feature within SolarWinds Service Desk, users index list Actions menu. The documentation below highlights the process on how to use CSV Import and Update feature in SolarWinds Service Desk.

• https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/csv-import.htm

Service Desk

When updating existing users email attribute within SolarWinds Service Desk using the CSV Import and Update feature. Make sure that it matches the sites and departments in your import source file so they are an exact match to the sites and departments already set up in SWSD. Users update can only be imported by an ITSM administrator or an ESM Organization level administrator.

Unique identifier for updating:

• Email - we currently do not support other attribute/value as unique identifier in updating user.

Note: If user Email needs to be updated the import CSV file will have two column for the email. One column with current email, use to as the unique identifier. Another column for the new email address that has the new domain that you will match in the import to field. 

 

Steps to update existing users:

1. Create your CSV Import file.
2. Open Service Desk Setup > Users & Groups > Users
3. Click the Action menu on the right within the users index list.
4. Select CSV - Import and Update
5. Select Choose File on the next page and locate your CSV Import file.
6. Make sure that all values on the CSV Preview portion are all correct.
7. Under Columns Mappings select "email" on both fields under "Unique Identifier".
8. CSV Column name should be preset to email and Import to fields should be set to "nothing".
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9. Once you have verified all values and mappings are correct click Import and Update.