How can I import data into threads on existing records?
August 2015, Data Import Wizard and Data Import templates.
It is not possible to import data into the threads into existing records because you cannot perform the data import into the threads table directly (this option is not available). Therefore you have to map incidents and threads tables through a template. Note: This mapping is only applied when inserts are performed, not when existing records are updated due to an import.
Current documentation does note that the data import features are designed to import specific data sets into a data base, not to support full data migrations. Associated table mappings are applied only when the import creates new records. Such mapping is ignored when existing records are updated by the import.
The reason for this is the fact that the incidents table does not contain a column that would automatically populate data on threads table.
You can insert data into threads but only new incidents are created <-> inserted.
For additional information, refer to Core Features > Data Import > Importing data in online documentation for your version. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.