Fix an import with failed rows

Your import's Status, in Integration › Imports, reads Partly failed, with Stats showing 288 succeeded and 12 failed, or it reads Failed. In its window, the Import Log says "288 succeeded, 12 failed" or "12 of 300 records failed to import". You also get an email, "An integration import failed", copied to every Admin and Manager.

Why it happens

Each row is imported on its own, so a bad row doesn't stop the others. A row fails when:

• A column is missing or can't be read, such as "title: is required." or "date opened: is invalid. Example: yyyy-MM-dd".
• It names a case or person your hub doesn't have, "case id: is invalid.". The import that adds them may not have finished.
• It clashes with what's already there, such as "Case reference ID is already in use. Please choose a different one." or "User with username already exist.".
• The case is full, "Case user limit reached or transaction failed.": a case holds 20 people, the Virtual Assistant included.
• The case is closed, "Case is closed": nobody can be added to a closed case, and no update posted on it.

If the whole file failed, the log says why: "This file couldn't be read. Save it as CSV UTF-8 and start a new import.", "This file has no rows to import." or "This file has more than 25,000 rows. Split it into files of 25,000 rows or fewer and start a new import for each." "Imports must use a CSV file" means the file you added doesn't end in .csv.

How to fix it

1. Choose View Import beside the import. Under Failed rows, each one is listed by its line in your file, with its reason.
2. Choose Download failed rows. You get only those rows, with a last column, reason, giving each one's reason.
3. Correct each row, using its reason and Look up the columns each import needs, then delete the reason column.
4. Import that file as a new import of the same type. The rows that worked the first time stay as they are.

A row that failed for another reason than its columns, such as a full case, can be run again as it was. Fix the cause, such as removing someone from the case, then choose Retry Import. For rows with a column problem, the window says "Correct the source file and create a new import." instead.

If the whole file couldn't be read, save it as CSV UTF-8, check its first row holds the column names, and import it again. If it has more than 25,000 rows, split it into files of 25,000 rows or fewer and import each.

A row for a closed case fails again until the case is reopened: reopen it, then import that row again. See Close or reopen a case.