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Integration Hub - Uploading customer data to Totango using CSV files

Overview

In addition to creating a real-time data feed into Totango from your application and Salesforce CRM, another common way to upload data into Totango is using CSV files. 

You can create a CSV (Comma Separated Values text file) with account- or user- data and use the Totango Integration Hub to feed that information into Totango - either as a one-time operation or by instructing Totango to pull a file (using FTP, S3, Dropbox or others) on a daily basis.

 

Creating a CSV file for account data (see attached file account data sample csv)

To upload account data into Totango use the following format, typically sourced from a report from your CRM. 

A common use-case is when you first setup your Totango and want to add all your existing customer-accounts into Totango, in order to create an appropriate account-profile for each. 

The CSV file format should be:

Account id, Account name, [ Account-Attribute-1, Account-Attribute-2, ... ]

Where:

  • Account id - represents the internal shared account Id you use to cross-reference accounts in Totango, your application and your Salesforce.com (where applicable). 
  • Account name is the name of the customer.
  • Account-Attribute-N: List of attributes you want to update for every account (if any). 

The first row in the CSV file should be the header row containing the name of the attributes, followed by the actual data (one account per CSV row) 

Creating a CSV file for user-data (see attached file user data sample csv)

You can also upload data on individual users to Totango using a CSV file. 

The CSV file format should be:

User id, Account id, User-Attribute-1, User-Attribute-2, ... 

  • User id - The user's email (or other unique user identifier in Totango)
  • Account id - Represents the internal shared account Id you use to cross-reference accounts in Totango, your application and your Salesforce.com CRM (where applicable). 
  • User-Attribute-N: List of attributes you want to update for every user (if any)

The first row in the CSV file should be the header row containing the name of the attributes, followed by the actual data (one user per CSV row) 

Creating a CSV file for usage-data (see attached file usage sample csv)

You can also upload usage data to Totango using a CSV file. 

The CSV file format should be:

User id, Account id, Action, Module, Timestamp 

  • User id - The user's email (or other unique user identifier in Totango)
  • Account id - Represents the internal shared account Id you use to cross-reference accounts in Totango, your application and your Salesforce.com CRM (where applicable). 
  • Action: Name of the activity the user performed
  • Module: Name of the module the user performed
  • Timestamp: The timestamp of the activity.  

The first row in the CSV file should be the header row containing the name of the columns, followed by the actual data (one activity per CSV row)

Required CSV format

Please make sure the CSV complies with the following formatting requirements:

  • Account ID column cannot have blanks
  • The integration hub treats the data in each date type column (where the header has the word date in it) as a date field and must comply with ISO 8601. It should have following date format: "yyyy-mm-ddThh:mm:ss.sZ"
  • To make sure that Date attributes are registered correctly in Totango, upload using the following format:

    yyyy-mm-ddT<service timezone>.sZ or yyyy-mm-ddThh:mm:ss-<service time zone in hh:mm>, for example 2016-03-31T08:00:00.0Z or 2016-03-31T00:00:00-08:00, respectively, in case service time zone is -0800.

  • Be advised that all date attributes are considered to be in UTC format and are automatically converted to the service’s timezone on display.
  • All date fields cannot be blank
  • Unless you wish to delete a user or account attribute, do not have empty cells. See Deleting attributes with Integration Hub for more information.
  • If a field contains special characters such as "," - comma or newline, the field needs to be encapsulated with ".  ie (john,doe would be represented as "john,doe")
  • Strings that has Unicode characters does not require quotes.
  • The file should not contain " (quotes)
  • Make sure there isn't any system log information generated at the end of your CSV file.  (especially from SFDC)
  • When updating attributes, make sure that the attribute column name holds the same capitalization as defined in Totango in the Attributes page. Having different capitalization might cause temporary data Discrepancies.

Deleting attributes with Integration Hub

Totango enables bulk deletion of user or account attributes using the Integration hub. To delete an attribute simply define an empty cell in the relevant intersection.

Note that this functionality can cause data irregularities if the csv file creation is automated and does not properly handles missing data. In such cases, the attribute will disappear when an empty cell is provided and will reappear when data becomes available. If the attribute is used for custom metrics, health or other segmentations, data will fluctuate and will seem incorrect.

we highly recommend to handle cases where no value exists and enter a default value according to your business logic case you do not wish to delete the attribute. 

Daily Upload of CSV data using the Integration Hub

1) Login to Totango and open Integration Hub | Settings from the left menu (NOTE: You will need Totango administrator privileges).

2) Click "+ Add Data" to select account- or user-data. 

3) Select "Pull data everyday"

4) Provide a name and description for this data-pull. 

4) Select the online service which will be serving the file (Dropbox, Amazon S3 & SFTP are currently supported). 

5) Provide the file location. Totango will look for this file every day. When a new version is detected, it will automatically upload it to Totango

6) You will receive an email every day once the file has been uploaded or if an error occurred.

7) To disable the daily process, locate the entry in your Data Sources table and remove it.  

Pulling data from SFTP:

Insert the mandatory information for conencting to SFTP

  • Username - SFTP login username
  • Password -  SFTP login password 
  • Host Name - SFTP host domain e.g. www.totango.com
  • Folder path - the path to the file in one of the follwoing forms
    • relative path - relative path from your user home folder to the CSV file. for e.g "documents\"
    • full path - the full path to the CSV file. for e.g "\usr\joe\documents\"

 

Pulling data from AWS S3:

Insert the mandatory information for conencting to AWS S3

  • Access Key ID - AWS API key ID
  • Secret Key -  AWS API key secret
  • Bucket Name -  AWS bucket name

if you are nto sure what they are you can use this AWS knowledge base article link. 

The folder path is optional and should include the path of the file folder in the bucket wihtout the "/" charcters at the begining or the end.

 

Data sources limitations

  • A single administrator cannot configure more than 1 source of the same type. For example, if an admin created an SFTP configuration, the same admin cannot create another SFTP configuration. He can create an S3 or Dropbox configuration but not SFTP.
  • Maximum size of uploaded file is 50 MB.
  • Password for a datasource that is used for a daily upload should not contain double quotes.
  • The maximum size for the "Account Name" is 128 characters.

Whitelisting the Integration Hub

In the event that your network is behind a firewall you will need to whitelist our servers so that we may retrieve files from your SFTP server.
 
Please ask your network admin to whitelist the following IPs:
54.152.14.251 and 54.173.58.140 
 
and make sure that the connection works by uploading a file from the SFTP server. 

Learn More

Click Here to view a 20-minute webinar about the Totango Integration hub to learn more about how to connect Totango with additional data-sources.

 

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